Operations Supervisor: Customer Experience & Performance

RELX Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

RELX Inc. is seeking a customer experience leader in the Philippines to own customer issues, drive resolution, and collaborate with cross-functional teams to improve outcomes.

You will champion a winning team culture, monitor KPIs, and coach staff toward higher performance while aligning with strategic business needs. The role requires 1–2 years in BPO leadership, strong communication, and the ability to manage change and develop people.

Qualifications

• Bachelor's degree holder.
• 1-2 years leadership experience in a BPO setup.
• Familiar with BPO operations (understands AHT, NPS, SLA, etc.).
• Excellent written and verbal communications and ability to collaborate across all levels of the organization.
• Proven success at managing change.
• Strong organizational, prioritization and delegation skills.
• Proven problem solving and analytical skills.
• Detail oriented and project management skills.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• 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.

Responsibilities

• To take ownership of Customer issues and work across functions to follow through to resolution
• To identify and put forward suggestions to improve the Customer experience
• To work in conjunction with the Ops Manager to anticipate future Customer needs and plan accordingly
• To own customer satisfaction issues and delivery of the customer satisfaction rating for the team
• 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
• Maximize team performance by carrying out formal performance reviews, regular feedback, Personal Development Plan and coaching
• 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
• Identify and address poor performance
• Manage the Performance and Development Plans and training requirements for the team, providing coaching & support on an ongoing basis
• Provide reports to Management Team on CS KPI's and customer specific issues and feedback.
• To demonstrate and encourage a positive attitude towards change and continuous improvements
• To develop, communicate and implement change plans, actively involving staff in the change process
• To identify areas where changes could be made to continuously improve quality and service levels, occasionally playing the driving seat role.
• To regularly review departmental and team processes to ensure continual improvement and support of new business requirements, increasing customer satisfaction and reducing query volumes
• To use customer satisfaction feedback and quality assurance processes to identify issues, analyze trends and drive innovation and resolution
• 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

Skills

Leadership experience

BPO operations familiarity

Excellent communication

Change management

Organizational skills

Delegation

Problem solving

Project management

Enterprise AI tools

Learning ability

Education

Bachelor's degree

Job description

RELX Inc. is seeking a customer experience leader in the Philippines to own customer issues, drive resolution, and collaborate with cross-functional teams to improve outcomes.

You will champion a winning team culture, monitor KPIs, and coach staff toward higher performance while aligning with strategic business needs. The role requires 1–2 years in BPO leadership, strong communication, and the ability to manage change and develop people.