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LexisNexis Risk Solutions · 22 hours ago

Supervisor Customer Contact Center

Alpharetta, GA

Full-time

Onsite

Mid Level

$59K/yr - $99K/yr

LexisNexis Risk Solutions is a key player in risk assessment, providing solutions for various business needs. They are seeking a Supervisor for their Customer Contact Center to lead a team, ensuring operational excellence and high customer satisfaction while managing daily operations and team performance.

AnalyticsHealth CareInformation TechnologyInsurTechRisk ManagementSoftware

Culture & Values

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

Customer ServiceTeam LeadershipProblem SolvingCompliance KnowledgePerformance MetricsCoaching SkillsProcess ImprovementCommunication Skills

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

LexisNexis Risk Solutions

Glassdoor4.0

LexisNexis Risk Solutions provides information to assist customers in industry and government in assessing, predicting, and managing risk. It is a sub-organization of ChoicePoint.

Founded in 2000