Team Leader - Researcher Support

Team Leader -Researcher Support

Do you like collaborating across teams to deliver success for customers?

Would you like to provide first-class guidance and support to the customer?

About our Team

Our team works with Editors, Authors, Reviewers, and colleagues to support with their queries throughout the editorial process. We ensure timely and high-quality customer service, delighting our customers every step of the way. We're a global team, with colleagues across different locations.

About the Role

As a Team Lead you will manage a team of 10-12 RS agents responsible for resolving the customer queries of various cluster of market-facing journals and Effectively balance “day-to-day” deliverables with the broader business goals. You will develop an inclusive, agile and engaged team also coach and support a team in effective change management.

Responsibilities

• Drive team performance to meet and exceed department KPIs.

• Implement processes to support strategic objectives.

• Remove barriers hindering team success.

• Address customer issues impacting service and KPI performance.

• Collaborate with stakeholders and senior management to define annual and long-term departmental strategies.

• Manage team workload and resource allocation.

• Participate in cross-department project teams for local or global initiatives.

• Coach team members to enhance strategic thinking related to their market or customer group.

• Ensure team accountability and inspire high performance through training and development.

• Oversee performance reviews, helping agents align departmental targets with personal objectives and engage in progress discussions.

• Address performance issues with agents, providing timely and constructive feedback while recognizing achievements.

• Manage workloads and resources to meet customer and business needs.

• Conduct fair recruitment to attract high-Caliber candidates.

• Foster a pipeline for future management and specialist talent within the department.

• Inspire team to prioritize customer focus and responsiveness

• Coach agents to take ownership, enhance customer satisfaction, and streamline publication processes

• Monitor customer feedback for improvement opportunities in query handling, processes, and policies

• Lead teams in addressing customer dissatisfaction, handling escalations promptly, and implementing preventive measures

• Recognize and reward employees demonstrating customer-centric values

• Build effective collaboration with team members and across business units to achieve results. Promote and develop effective communication channels at all levels.

• Increase mutual understanding of each other’s processes and procedures.

• Effective communication within the team, peers, functional managers, and other stakeholders. (APS, Suppliers and other internal teams like STMJ, Product, etc.)

• Be an escalation point and key contact for troubleshooting and performance issues.

• Through meetings, discussions, and other feedback mechanisms, facilitate an inclusive, psychologically safe environment

• Promote a culture of continuous improvement, empowering staff to generate and implement ideas. 

• Provide the team with necessary skills and tools for successful initiative execution.

• Utilize systems to gather data for identifying and monitoring improvement projects.

• Collaborate with other departments for shared initiatives. Allocate resources based on strategic priorities.

• Foster a positive culture of change within the department.

• Establish a Lean & Six Sigma change methodology for process improvement projects and ensure internal Lean audit targets are met.

• Drive process improvements using reports, customer feedback, and analysis tools.

• Implement structured processes and tools for managing change effectively.

• Assist in communication delivery and management.

Requirements

• Minimum of 5 years' experience within the publication or customer service domain with at least 1-2 years in a leadership or supervisory role

•  CX Essentials certified and another equivalent

• Be proficient in Microsoft Excel, PowerPoint, and Word.

• Have a Bachelor’s degree in English, communications, journalism or related field of study

• Experience in a customer service role.

• Have solid organization, planning and change management skills

Work in a way that works for you
 

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
 

• Working remotely from home or in our office in a flexible hybrid pattern

• Working flexible hours - flexing the times you work in the day

Working for you
 

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
 

• Comprehensive Health Insurance: Covers you, your immediate family, and parents.

• Enhanced Health Insurance Options: Competitive rates negotiated by the company.

• Group Life Insurance: Ensuring financial security for your loved ones.

• Group Accident Insurance: Extra protection for accidental death and permanent disablement.

• Flexible Working Arrangement: Achieve a harmonious work-life balance.

• Employee Assistance Program: Access support for personal and work-related challenges.

• Medical Screening: Your well-being is a top priority.

• Modern Family Benefits: Maternity, paternity, and adoption support.

• Long-Service Awards: Recognizing dedication and commitment.

• New Baby Gift: Celebrating the joy of parenthood.

• Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.

• Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.

• Free Transport pick up and drop from the home -office - home (applies in Chennai)

About the Business
 

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.
 

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Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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