Operations Supervisor, BPO & Continuous Improvement

RELX INC; Iloilo; On-site; PHP 600,000 - 900,000; Full time

Job summary

RELX INC in Iloilo is seeking a dynamic Fulfillment Team Lead to manage a multi-functional group and deliver on operational objectives. You will track performance metrics and drive improvements across processes to ensure quality, volume, and timeliness.

The role requires a Bachelor1 degree and 10 years of leadership in a BPO setting, with strong communication and change-management skills. You will collaborate with related departments and uphold service level agreements for internal customers.

Qualifications

• Bachelor1 degree holder.
• 10 years leadership experience in a BPO setup.
• Understanding of AHT, NPS, SLA concepts.
• Excellent written and verbal communication with all levels.
• Proven ability to manage change and delegate.

Responsibilities

• Lead a multi-functional team of Fulfilment representatives to deliver on operational objectives.
• Track and analyze team performance data to drive improvements and excellence.
• Collaborate cross-functionally to improve efficiency and service quality.
• Foster proactive relationships with supported business units.
• Promote continuous learning and upskilling of self and team members.
• Conduct regular operations reviews and drive action items.
• Manage multiple projects and reprioritize as needed.
• Drive initiatives to improve team processes and partner with leadership on critical actions.
• Develop and implement support plans to meet service level objectives.

Skills

Leadership

BPO experience

Communication

Analytical skills

Project management

Change management

Enterprise AI tools

Education

Bachelor1 degree

Job description

RELX INC in Iloilo is seeking a dynamic Fulfillment Team Lead to manage a multi-functional group and deliver on operational objectives. You will track performance metrics and drive improvements across processes to ensure quality, volume, and timeliness.

The role requires a Bachelor1 degree and 10 years of leadership in a BPO setting, with strong communication and change-management skills. You will collaborate with related departments and uphold service level agreements for internal customers.