RELX Group Operations Supervisor I in Quezon City, Philippines

Operations Supervisor I

Category:

Location: Quezon City, Manila, Philippines

Overview:

Manage employee teams, drive engagement, provide ongoing communications, coach and develop staff. Drive key initiatives to facilitate team process improvement and efficiency as well as partner with Leadership to implement critical employee opinion survey (EOS) actions.

Accountabilities:

  • Develop and implement support plans for overall department operations to meet service level objectives and metrics and manage day-to-day operations.

  • Actively drive improvements that increase productivity and staff effectiveness.

  • Recommend staff retention initiatives.

  • Manage and facilitate the corrective action process, partnering with the manager

  • Manage annual Performance Development Process (PDP) and Merit Process.

  • Resolve escalated customer complaints and technical escalations when applicable

  • Conduct effective workforce planning and responsible for individual career development.

  • Manage and facilitate the corrective action process, partnering with the manager

  • Manage annual Performance Development Process (PDP) and Merit Process.

  • Resolve escalated customer complaints and technical escalations when applicable

  • Conduct effective workforce planning and responsible for individual career development.

  • Work effectively in a team environment in a leadership role

  • Bachelor’s Degree required

  • Minimum of 5 years’ experience in the same industry w/ minimum of 2 years supervisory or team lead role (preferred)

  • Excellent written and verbal communication skills

  • Excellent organizational and documentation skills w/ attention to detail and accuracy

  • Ability to work independently

  • Demonstrated proficiency with PC software, including MS Office

  • Demonstrated ability to work and meet deadlines in fast-paced and challenging environment

  • Ability to maintain positive relationships w/ diverse customers and provide high-quality/responsive CX

  • Ability to adapt to new environments, adjust to situations or demands, and function effectively w/ a min of loss of productivity

  • Ability to adapt to various communication methods, including telephone, in-person, email, video conferring, etc., and do so effectively

  • Ability to work in a team environment