Job Information
RELX INC Manager I, Call Center Training in Manila, Philippines
Accountabilities:
Work closely with the Customer Operations leadership team and Performance Coaches to establish benchmarks, baselines, and targets for quality performance.
Provide training, timely balanced feedback, and development of GCO Performance Coaches through continual review, feedback, and on-the-job development.
Achieve desired GCO business outcomes through leading others; accountable for team performance by managing people, setting direction, and deploying resources.
Responsible for performance evaluation, compensation decisions and hire/fire decisions of the Performance Coaches.
Adapt departmental plans and priorities to address resource and operational challenges.
Defines team operating standards and ensures essential procedures are followed, accountable for the performance of the Performance Coaches.
Professionally maintain good business relationships with internal and external customers and stakeholders in an environment of collaboration. This includes attending meetings that are based on the global schedule of the business.
Coach, mentor, and facilitate best practice sharing across Global Customer Operations.
Manage employee team; recruit, drive engagement, coach, and develop staff.
Qualifications:
Bachelor’s degree or equivalent experience; JD, MBA, or other advanced degree a plus.
Minimum of three (3) years of business experience, preferably in customer operations.
Minimum of one (1) year of proven success in leading, inspiring, and coaching individual contributors in a customer operations environment.
Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization.
Experienced in coaching, motivating, coordinating, and providing guidance to teams and/or individuals involved in customer operations.
Excellent time management, delegation, and prioritization skills. Demonstrate problem solving and decision-making ability within a competitive customer-facing service operation/environment.
Proficiency in report/metrics creation and analysis.
Ability to make informed decisions and to work cross-functionally to ensure timely, successful project completion.
Ability to work with minimal supervision; Takes high degree of ownership and accountability over their work; self-directed.
Ability to work nontraditional hours to support a global organization.
Highly proficient in Microsoft applications, including Word, Excel, and PowerPoint.
Lean, Six Sigma, Agile, COPC, TQM, ISO knowledge and/or demonstrated process improvement expertise a plus.
LexisNexis, a division of RELX Group, 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.
Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) .
RELX is a global provider of information and analytics for professional and business customers across industries.
We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients.
In short, we enable our customers to make better decisions, get better results and be more productive.