Job: Customer Service Operations Supervisor (Level 5)

Title Customer Service Operations Supervisor (Level 5)
Categories Customer Service Operations Supervisor (Level 5)
Salary Salary Scale: $1,581,948 – $1,898,081 p.a. plus allowances
Start Date 07/02/2018
End Date 16/02/2018
Location Kingston
Job Information
JOB PURPOSE
  • To supervise the operations of the customer service point and liaise with the Immigration, Citizenships and Passport Services Units, at Head Office and the ICT Services, Finance & Planning and Administration Units to ensure the efficient and effective delivery of service to customers.
KEY OUTPUTS
  • Information provided to customers
  • Documents scanned
  • Files transferred to Head Office
  • Documents issued to customers
JOB RESPONSIBILITIES
  • Ensures adherence to the procedures governing the receipt and reviewing of applications and accompanying documents by customers, Desk Officers and other customer service staff
  • Resolves customer complaints and queries referred by staff supervised
  • Ensures that customer service records are maintained, including customer service logs and prepares performance reports on a daily, weekly and monthly basis
  • Monitors the document management function and ensures that accurate records are maintained for incoming and outgoing documents, and ensures timely transfer of files and documents to headquarters
  • Monitors staffing levels and ensures adequate coverage of front line positions at all times
  • Periodically supervises mobiles and other off-site services provided from time to time to increase awareness and revenue for the Agency
  • Agrees objectives and performance targets with staff supervised and conducts interim and annual performance appraisals
  • Assesses staff training requirements on an on-going basis and ensures provision of structured training programmes and on-the-job coaching to develop skills
  • Prepares relevant monthly and ad-hoc reports as required
  • Performs any other related duties from time to time
KEY COMPETENCIES – The post holder needs to demonstrate the following competencies:
  • Thorough knowledge of laws and regulations governing Immigration, Citizenship and Passports in Jamaica
  • Sound knowledge of relevant computer applications and systems
  • Sound oral and written communication skills
  • Sound interpersonal skills, including handling conflicts and providing coaching and counselling
  • Sound decision-making and problem solving skills
QUALIFICATIONS – Education and Experience:
  • Diploma in Management Studies, or equivalent qualifications
  • Five (5) years related experience
  • On the job training in specialized areas

………………………………………………….
Toni Spencer (Mrs.)
Director, Human Resources
If you believe you possess the above qualities and a strong desire to help the Agency fulfill its mandate, you are invited to visit our website http://picajobs.picaserv.com for details. Submission of applications accompanied by detailed resume including the names of two (2) references should be submitted via the web to:
Director, Human Resources
Passport Immigration & Citizenship Agency
8 Waterloo Road, Kingston 10

NO LATER THAN
February 16, 2018 @ 4.00pm
No hand delivered application will be accepted
We appreciate your interest in these positions; however only shortlisted applicants will be contacted.

 

Apply Now