Operations Supervisor I
RELX Group plc
PHL-Manila-Quezon City
31d ago
  • Manage and oversee a group of customer service representatives
  • Drive, achieve and exceed key performance indicators as directed by Elsevier
  • Take ownership of Customer issues and work across functions to follow through to resolution
  • Create and develop corrective actions to control issues and develop preventive measures to stop issue from reoccurring
  • To work in conjunction with the Ops Manager to anticipate future Customer needs and plan accordingly
  • Handle escalated issues of customers through various communication method
  • Manage different mailboxes, queues using AVAYA, CMS, RightNow, Verint and other monitoring tools
  • Resource planning which include managing time offs, scheduling of breaks and plotting of ad hoc tasks
  • Identify and address individual performance timely and regularly
  • Deliver and generate the performance development plans of team members yearly
  • Creation and delivery of Monthly Performance reviews of team members
  • 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
  • Regular daily team discussion with the use of the visual management board
  • 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
  • Provide reports to Management and business partners on KPI’s and customer specific issues and feedback
  • To develop, communicate and implement change plans
  • To identify areas where changes could be made to continuously improve quality, service levels and processes
  • 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
  • Must possess a Bachelor's degree in any field
  • Excellent Written and Verbal Skills
  • Has a clear understanding of Servant Leadership
  • Min. 5 yrs. experience w / min. 2 years supervisory or team role
  • Ability to communicate and negotiate effectively at all levels, adapting style as appropriate
  • Excellent Management and Multi-tasking skills
  • Ability to work independently; adapt to new environment, situation or demands
  • Excellent training and presentation skills
  • Must have passed RELA or currently enrolled or will enroll in RELA as Hi Po
  • Must have no corrective action for the past 12 months, no attendance and performance issues
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