- 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
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
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Skills Required
- Bachelor's degree
- 1-2 years of leadership experience in a BPO setup
- Familiarity with BPO operations, including AHT, NPS, and SLA metrics
- Excellent written and verbal communication skills
- Ability to collaborate effectively across all organizational levels
- Proven success managing change
- Strong organizational, prioritization, and delegation skills
- Proven problem-solving and analytical skills
- Detail orientation and project management skills
- Ability to quickly learn and apply enterprise AI tools and technologies
- Must be in current role for at least one year
- Must not have received disciplinary action within the past 12 months
- Must not have attendance or punctuality issues within the past 12 months
RELX Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about RELX and has not been reviewed or approved by RELX.
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Retirement Support — Retirement support is positioned as a meaningful part of total rewards through a 401(k) plan with matching contributions, alongside other financial protections such as life and disability coverage. Tuition reimbursement and share purchase access further broaden the financial value of the package beyond base salary.
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Leave & Time Off Breadth — Leave and time off breadth appears strong, with generous vacation allowances, mental health days, and options like sabbaticals and tiered PTO by tenure. Parental and caregiving leaves are described in detail, reinforcing time-away benefits as a standout component of the overall package.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle benefits are supported by offerings such as mental health support (e.g., app access), EAP resources, gym-related perks, and wellness incentives. Flexible working hours and related work-life supports add to the perceived day-to-day value of benefits.
RELX Insights
What We Do
RELX is a global provider of information-based analytics for professional and business customers across industries. We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. We do this by leveraging a deep understanding of our customers to create innovative solutions which combine content and data with analytics and technology in global platforms. RELX serves customers in more than 180 countries and has offices in about 40 countries. It employs approximately 30,000 people of whom almost half are in North America. We operate in four major market segments: Scientific, Technical & Medical; Risk & Business Analytics; Legal; and Exhibitions.
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