Supervisor I, Operations Management

RELX; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

RELX in the Philippines is seeking a capable Fulfillment Team Lead to steer a multi-functional group toward operational objectives, monitor performance data, and drive continuous improvements.

You will collaborate across departments, build proactive relationships, prioritize learning, manage multiple projects, and ensure service levels are met with quality and timeliness.

Qualifications

• Bachelor’s degree required.
• 1–2 years leadership experience in a BPO.
• Familiar with BPO metrics (AHT, NPS, SLA).
• Excellent written and verbal communication across all levels.
• Proven change-management capabilities.
• Strong organizational, prioritization and delegation skills.
• Proven problem solving and analytical abilities.
• Ability to quickly learn and apply enterprise AI tools.
• Must currently hold the role for 1 year.
• No disciplinary actions in the past 12 months.
• No attendance or punctuality issues in the past 12 months.

Responsibilities

• Lead a multi-functional team of Fulfilment representatives to deliver on operational objectives.
• Track and analyze team performance data to drive performance improvements and operational excellence.
• Collaborate cross-functionally and related departments to drive innovation and service excellence and to improve overall efficiency.
• Foster proactive relationships with supported business units.
• Promote continuous learning and upskilling of self and team members.
• Conduct regular operations reviews and execute agreed action items.
• Manage multiple projects and reprioritize as needed.
• Drive key initiatives to facilitate team process improvement and efficiency as well as partner with leadership to implement critical actions.
• Develop and implement support plans to meet service level objectives and manage day-to-day operations.
• Ensure team performance meets quality, volume, and timeliness goals.

Skills

Leadership

BPO operations

Communication skills

Change management

Project management

Analytical skills

Attention to detail

Learning AI tools

Education

Bachelor's degree

Job description

Responsibilities

• Lead a multi-functional team of Fulfilment representatives to deliver on operational objectives
• Track and analyze team performance data to drive performance improvements and operational excellence
• Collaborate cross-functionally and related departments to drive innovation and service excellence and to improve overall efficiency
• Foster proactive relationships with supported business units
• Promote continuous learning and upskilling of self and team members
• Conduct regular operations reviews and execute agreed action items
• Manage multiple projects and reprioritize as needed
• Drive key initiatives to facilitate team process improvement and efficiency as well as partner with leadership to implement critical actions
• Develop and implement support plans to meet service level objectives and manage day-to-day operations
• Ensure team performance meets quality, volume, and timeliness goals

• Lead a multi-functional team of Fulfilment representatives to deliver on operational objectives
• Track and analyze team performance data to drive performance improvements and operational excellence
• Collaborate cross-functionally and related departments to drive innovation and service excellence and to improve overall efficiency
• Foster proactive relationships with supported business units
• Promote continuous learning and upskilling of self and team members
• Conduct regular operations reviews and execute agreed action items
• Manage multiple projects and reprioritize as needed
• Drive key initiatives to facilitate team process improvement and efficiency as well as partner with leadership to implement critical actions
• Develop and implement support plans to meet service level objectives and manage day-to-day operations
• Ensure team performance meets quality, volume, and timeliness goals

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

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.