RELX · 22 hours ago
Supervisor Customer Contact Center
Alpharetta, GA
Full-time
Onsite
Mid Level
$59K/yr - $99K/yrLexisNexis Risk Solutions is a partner in the assessment of risk, offering solutions that help businesses drive revenue growth and improve customer experience. The Supervisor Customer Contact Center will lead a team to ensure operational excellence and high customer satisfaction while managing daily workflows and performance metrics.
AnalyticsBusiness Information SystemsConsultingInformation ServicesInformation TechnologyInsuranceRisk Management
Responsibilities
Supervise, coach, and support team members to meet performance and service goals
Conduct regular feedback discussions and contribute to performance evaluations
Foster a positive, collaborative, and engaging work environment
Identify training gaps and coordinate relevant development opportunities
Oversee daily workflows to ensure timely and accurate task completion
Review, track, and publish production metrics and operational reports
Resolve escalated issues while maintaining service level agreements (SLAs)
Manage scheduling, workload distribution, and resource allocation
Ensure adherence to operational processes, procedures, and standards
Implement and monitor quality control measures
Ensure the team complies with regulatory requirements and internal policies
Conduct audits and support continuous improvement initiatives
Maintain accurate documentation for compliance, reporting, coaching, and feedback
Contribute to operational planning and process enhancement efforts
Support succession planning and employee development programs
Align team priorities with organizational goals in partnership with leadership
Participate in cross‑functional initiatives and strategic projects
Address customer concerns escalated beyond frontline support teams
Ensure prompt, effective resolution to maintain high customer satisfaction
Communicate clearly and professionally with internal and external stakeholders
Track and analyze key performance indicators (KPIs)
Prepare dashboards, reports, and operational updates for leadership
Identify performance trends and recommend corrective or preventive actions
Qualification
Required
Experience supervising or leading a small to medium‑sized team in an operations, service center, business support, or technical support environment
Strong customer service orientation with the ability to resolve escalated issues effectively
Excellent verbal and written communication skills
Proven problem‑solving abilities using established practices and precedent
Ability to manage workflows, prioritize tasks, and meet performance targets
Working knowledge of compliance, quality assurance, and documentation standards
Preferred
Experience in a service center or production‑oriented environment
Familiarity with performance metrics, reporting tools, and dashboard preparation
Experience conducting audits, coaching employees, or supporting training programs
Prior involvement in process improvement or cross‑functional project work
Company
RELX
RELX is a provider of information-based analytics for professional and business customs.
Founded in 1993
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1994-10-14IPO
Leadership Team
Asim Fareeduddin
Head of Internal Audit & Assurance
Aurobindo Sundaram
CISO (Head of Information Assurance & Data Protection)
Recent News
2025-12-16
MarketScreener
2025-12-05
2025-12-05
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