Supervisor I, Operations Management

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

## Supervisor I, Operations ManagementApply: Manila: Full time: Posted Today: R119265* 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 **Qualifications:** * Bachelor’s degree holder* 1-2 years of leadership experience in a BPO setup* Familiar with BPO operations (understands AHT, NPS, SLA, etc.)* Must have excellent written and verbal communications skills and the ability to effectively 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**