Job Information
RELX INC Supervisor I, Operations Management in Manila, Philippines
The Customer Support Supervisor oversees day‑to‑day support operations for Human API and Flyreel, ensuring timely, accurate, and high‑quality customer service delivery. This role manages a team of Support Representatives, drives performance, enhances workflows, and ensures service levels are consistently met across two highly technical, data‑driven platforms. The Supervisor acts as a partner to the Business Unit, Product, and Operations teams to support continuous improvement and customer satisfaction.
Accountabilities:
People & Performance Management
Oversee onboarding of new Support Specialists to ensure understanding of Human API and Flyreel products, tools, workflows, and policies.
Ensure all team activities adhere to established operational standards, SLAs, and compliance requirements.
Facilitate continuous training and development on product updates, data handling, workflow changes, and customer scenarios.
Manage individual and team scorecards, reviewing quality, productivity, and customer experience metrics.
Monitor, evaluate, and provide ongoing feedback on team performance through regular coaching and mentoring.
Conduct performance appraisals and participate in annual review cycles.
Develop and implement Performance Improvement Plans (PIPs) when performance gaps arise.
Approve and monitor daily attendance, schedule adherence, and workforce coverage.
Oversee work output to ensure accuracy in API data handling, property inspection processing, ticket resolution, and customer escalations.
Support employee engagement initiatives and team‑building activities.
Conflict & Crisis Management
Proactively assess team needs and provide support to ensure well‑being and productivity.
Address and resolve interpersonal or work‑related issues among team members with fairness and confidentiality.
Communicate with and guide employees during crisis situations (system outages, high‑severity incidents, natural disasters, etc.).
Escalate concerns to management along with recommended action plans.
Reporting
Submit regular operational performance reports to local leadership.
Prepare and deliver monthly performance updates to Business Unit stakeholders.
Maintain and update dashboards, scorecards, and reports needed by stakeholders.
Ensure all reporting data is accurate, timely, and complete.
Operational & Process Management
Develop deep knowledge of Human API’s health data workflows and Flyreel’s AI property inspection processes to effectively supervise team output.
Work alongside the production team to coach and provide subject‑matter support, especially during volume spikes, new feature releases, or staffing constraints.
Create and execute operational plans to meet service levels, quality goals, and customer expectations.
Lead process improvement initiatives based on ticket trends, workflow data, and customer feedback.
Conduct monthly operational reviews and execute agreed‑upon action items with leadership and BU partners.
Manage workload distribution, queue assignments, and prioritization of tasks.
Partner with leadership to drive automation, efficiency, and system enhancement projects.
Support and manage corrective action processes in collaboration with the Manager.
Participate in annual process audits to ensure adherence to operational standards and compliance requirements.
Ensure team compliance with all operational SOPs, security guidelines, and data privacy policies.
Perform other duties as assigned.
Qualifications:
Bachelor’s degree holder
Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization
Proven success at managing change
Strong organizational, prioritization and delegation skills
Proven problem solving and analytical skills
Detail oriented and project management skills
Must not have any performance or disciplinary issues in the past 12 months
RELA 1.0 Graduate is an advantage but not required
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here (https://www.relx.com/careers/join-us/benefits) to access benefits specific to your location.
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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.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.