Operations Supervisor
6 days ago
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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