Operations Supervisor

2 hours ago

Iloilo City, Western Visayas, Philippines RELX Full time
Accountabilities
  • Lead a multi-functional team of Customer/Technical Support representatives to deliver on operational objectives
  • Track and analyze team performance data to drive performance improvements and operational excellence
  • Analyze customer feedback to enhance customer experience
  • Collaborate cross-functionally and related departments to drive innovation and service excellence and to improve overall efficiency
  • Foster proactive relationships with supported business units
  • Promote continuous learning and upskilling of self and team members
  • Conduct regular operations reviews and execute agreed action items
  • Manage multiple projects and reprioritize as needed
  • Drive key initiatives to facilitate team process improvement and efficiency as well as partner with leadership to implement critical actions
  • Develop and implement support plans to meet service level objectives and manage day-to-day operations
  • Ensure team performance meets quality, volume, and timeliness goals

Qualifications
  • Must possess at least a Bachelor's/College Degree in any field or equivalent business unit experience (LexisNexis Global Customer Operations – customer facing)
  • Experience in working cross-functionally to create high performing operations
  • Experience in client-facing organization and in delivering world class customer service
  • Ability to work under pressure and manage multiple priorities
  • Strong customer-centric mindset and ability to act on customer feedback
  • Strong organizational skills with keen attention to detail
  • Strong analytical, quantitative and deductive reasoning skills
  • Strong sense of ownership relating to tasks and responsibilities
  • Proficiency in Microsoft Word, Excel, and PowerPoint
  • Must be in current role for 1 year
  • Must not have received any Disciplinary Action within the past 12 months
  • Must not have any Attendance and Punctuality issues in the past 12 months

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