Job Information
RELX INC Operations Supervisor in Manila, Philippines
Reporting to the Operations Manager, the role is responsible for leading, recruiting, training and developing the Customer Service team. The job holder also plays a key role in assisting our customers with their general helpdesk inquiries. The role is an integral part in doing service recovery and ensuring escalations are resolved in a timely manner.
To take ownership of Customer issues and work across functions to follow through to resolution
To identify and put forward suggestions to improve the Customer experience
To work in conjunction with the Ops Manager to anticipate future Customer needs and plan accordingly
To own customer satisfaction issues and delivery of the customer satisfaction rating for the team
To lead by example, building a “winning team” culture, championing a positive outlook across the department
Evaluate resource requirements and identify longer term needs of the group to support business needs
Maximize team performance by carrying out formal performance reviews, regular feedback, Personal Development Plan and coaching
To ensure regular communication, encourage team input and involvement and to encourage innovation
Identification & development of key team members, ensuring their readiness for next steps
Identify and address poor performance
Manage the Performance and Development Plans and training requirements for the team, providing coaching & support on an ongoing basis
Provide reports to Management Team on CS KPI’s and customer specific issues and feedback.
To demonstrate and encourage a positive attitude towards change and continuous improvements
To develop, communicate and implement change plans, actively involving staff in the change process
To identify areas where changes could be made to continuously improve quality and service levels, occasionally playing the driving seat role.
To regularly review departmental and team processes to ensure continual improvement and support of new business requirements, increasing customer satisfaction and reducing query volumes
To use customer satisfaction feedback and quality assurance processes to identify issues, analyze trends and drive innovation and resolution
Establish and review standards of performance to achieve or exceed departmental service level agreements, ensuring accountability of both the team, individuals and business partners
Proactively liaise with key business owners and business partners to develop processes and procedures to improve customer service and meet changing business needs
Qualifications
Bachelor’s degree in any field
Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization
Proven success at managing change
Strong organizational, prioritization and delegation skills
Proven problem solving and analytical skills
Detail oriented and project management skills
Sales/After Sales/Retention experience or background is required
Must not have any performance or disciplinary issues in the past 12 months
RELA 1.0 Graduate is an advantage but not required
LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.
Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) .
RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.