Accountabilities:· Lead a multi-functional team of Customer/Technical Support representatives to deliver on operational objectives· Track and analyze team performance data to drive performance improvements and operational excellence· Analyze customer feedback to enhance customer experience· 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 goalsQualifications:· Must possess at least a Bachelor's/College Degree in any field or equivalent business unit experience (LexisNexis Global Customer Operations – customer facing)· Experience in working cross-functionally to create high performing operations· Experience in client-facing organization and in delivering world class customer service· Ability to work under pressure and manage multiple priorities· Strong customer-centric mindset and ability to act on customer feedback· Strong organizational skills with keen attention to detail· Strong analytical, quantitative and deductive reasoning skills· Strong sense of ownership relating to tasks and responsibilities· Proficiency in Microsoft Word, Excel, and PowerPoint· Must be in current role for 1 year· Must not have received any Disciplinary Action within the past 12 monthsMust not have any Attendance and Punctuality issues in the past 12 monthsWe 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 or please contact 1-855-833-5120.Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams .Please read our .We are 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.USA Job Seekers:.
