Operations Supervisor: Customer Experience & Performance

Relx Plc; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Relx Plc in Manila is seeking a Supervisor I, Operations Management to own customer issues and coordinate cross-functional resolution. You will identify improvements to the customer experience and work with the Ops Manager to anticipate future needs.

You will lead by example, coach the team, and drive performance against CS KPIs, while promoting continuous improvements and a proactive, change-ready culture.

Qualifications

• Bachelor’s degree required; 1–2 years leadership in a BPO.
• Experience with AHT, NPS, and SLA metrics.
• Excellent written and verbal communication; collaborates across levels.
• Proven ability to drive change and performance improvements.

Responsibilities

• Own customer issues and drive resolution across functions.
• Propose improvements to customer experience.
• Work with Ops Manager to anticipate future customer needs.
• Lead performance reviews, development plans, and coaching.
• Provide management with CS KPI reports and feedback.
• Promote change, continuous improvements, and innovation.

Skills

Leadership

BPO experience

Communication

Change management

Organization

Prioritization

Problem solving

Analytics

Project management

AI tools adoption

Education

Bachelor’s degree

Tools

AI tools

Job description

Relx Plc in Manila is seeking a Supervisor I, Operations Management to own customer issues and coordinate cross-functional resolution. You will identify improvements to the customer experience and work with the Ops Manager to anticipate future needs.

You will lead by example, coach the team, and drive performance against CS KPIs, while promoting continuous improvements and a proactive, change-ready culture.