Supervisor I, Customer Support/Operations

RELX•Alpharetta, GA

1d•Hybrid

About The Position

Responsible for overseeing daily operations, ensuring compliance with company policies and procedures, and managing team performance to achieve organizational objectives. This role requires balancing leadership responsibilities with hands-on operational oversight. It is a hybrid position that requires regular in-office attendance throughout the month, based on business needs.

Requirements

Supervise and coach team members to achieve performance goals.
Conduct regular feedback sessions and performance evaluations.
Foster a positive and collaborative work environment.
Identify training needs and coordinate skill development programs.
Monitor daily workflows and ensure timely completion of tasks.
Review and publish production metrics and reports.
Resolve escalated issues and maintain service level agreements.
Manage resource allocation and scheduling to optimize productivity.
Oversee adherence to operational policies and procedures.
Implement and maintain quality control processes.
Ensure adherence to regulatory requirements and internal policies.
Conduct audits and drive continuous improvement initiatives.
Maintain accurate documentation for compliance, reporting, and employee coaching and feedback purposes.
Contribute to process improvement and operational planning.
Support succession planning and employee development programs.
Collaborate with leadership to align team goals with organizational objectives.
Participate in cross-functional projects and initiatives.
Address customer concerns escalated beyond frontline teams.
Ensure high levels of customer satisfaction through timely resolution.
Communicate effectively with internal and external stakeholders.
Track KPIs and prepare performance dashboards for leadership.
Analyze trends and recommend corrective actions.
Present operational updates during team and leadership meetings.

Responsibilities

Supervise and coach team members to achieve performance goals.
Conduct regular feedback sessions and performance evaluations.
Foster a positive and collaborative work environment.
Identify training needs and coordinate skill development programs.
Monitor daily workflows and ensure timely completion of tasks.
Review and publish production metrics and reports.
Resolve escalated issues and maintain service level agreements.
Manage resource allocation and scheduling to optimize productivity.
Oversee adherence to operational policies and procedures.
Implement and maintain quality control processes.
Ensure adherence to regulatory requirements and internal policies.
Conduct audits and drive continuous improvement initiatives.
Maintain accurate documentation for compliance, reporting, and employee coaching and feedback purposes.
Contribute to process improvement and operational planning.
Support succession planning and employee development programs.
Collaborate with leadership to align team goals with organizational objectives.
Participate in cross-functional projects and initiatives.
Address customer concerns escalated beyond frontline teams.
Ensure high levels of customer satisfaction through timely resolution.
Communicate effectively with internal and external stakeholders.
Track KPIs and prepare performance dashboards for leadership.
Analyze trends and recommend corrective actions.
Present operational updates during team and leadership meetings.