Supervisor I, Customer Support/Operations

Responsibilities

• Lead a segment of the VitalChek support team, overseeing day-to-day operations in a high-volume environment.
• Manage team performance through formal reviews, regular feedback, coaching, and Personal Development Plans.
• Ensure quality of output via auditing, call observations, and adherence to established policies and standards.
• Drive operational excellence by facilitating a culture of continuous improvement and process optimization.
• Manage the recruitment and onboarding process for new employees in conjunction with Human Resources.
• Collaborate with cross-functional partners to manage stakeholder expectations and enhance the customer experience.
• Prepare operational reports and liaise with business owners to improve service level achievement.

Requirements

• Bachelor's degree holder.
• 1-2 years of leadership experience within a BPO setup.
• Strong knowledge of BPO operations and metrics, including AHT, NPS, and SLA.
• Excellent written and verbal communication skills with the ability to collaborate across all organizational levels.
• Proven problem-solving, analytical, and project management skills.
• Strong organizational, prioritization, and delegation abilities.
• Ability to learn and apply enterprise AI tools and technologies to support workflows.

Preferred Qualifications

• Proven success in managing organizational change.
• Experience in driving continuous improvement initiatives.

Benefits

• RELX offers country-specific benefits designed to support your well-being and long-term career success.

About the Company

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results, and be more productive.