Global Customer Support Workforce Manager
Job Description
Do you enjoy turning workforce data into clear decisions that improve customer support performance?
Can you partner across teams to shape forecasting, staffing, and service level outcomes on a global scale?
About our Team:
LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX (http://www.relx.com), a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case. The company employs over 2,000 technologists, data scientists, and experts to develop, test, and validate solutions in line with RELX Responsible AI Principles (https://stories.relx.com/responsible-ai-principles/index.html).
About the Role:
This role helps shape workforce planning and operational performance across multiple contact centers. You will use forecasting, real-time analysis, and reporting to support service level goals, guide staffing decisions, and improve productivity. Working closely with Customer Support leadership and Global Customer Support Strategy & Operations, you will help identify risks, enable change, and support strategic initiatives with clear, data-driven insight.
Responsibilities:
Develop and implement support plans for overall department operations to meet service level objectives and metrics
Manage day-to-day operations using forecasting methods, simulation, spreadsheets, and historical trend analysis; normalize data for holidays, extreme weather, increases in demand, and onboarding periods
Monitor customer contact flow and analyze work states such as ASA, AHT, ACW, and Adherence across multiple contact centers nationally and globally
Analyze staffing deviations, develop productivity reports, and validate metrics to help maintain productivity and occupancy
Conduct short- and long-range staffing and volume analysis using queuing theory and capacity models to optimize workforce coverage and support future capacity planning
Develop daily, weekly, and monthly call reports for front line agents through senior leadership; identify inconsistencies and partner with teams to investigate and resolve them
Partner with Customer Support leadership and GCS teams to coordinate processes, advise on risks and opportunities, manage the SLA/SLG process, and support product releases, integrations, acquisitions, and escalations
Identify and implement technology solutions, mentor global offshore workforce management resources, and contribute to GCS strategy and operational plans
Requirements:
Experience in customer operations or a related environment, including contact center resource planning, forecasting, or analyst responsibilities
Experience with scheduling, forecasting, and workforce management software
Strong skills with MS Office applications, especially Excel
Working knowledge of database concepts, COPC standards, IVR systems, forecasting methods, and real-time management techniques
Ability to plan, organize, and execute project deliverables
Ability to lead through influence and work effectively with cross-functional stakeholders
Strong listening skills, openness to input from team members and departments, and a high degree of ownership while working with minimal supervision
Ability to travel, both domestic and international
Work in a Way that Works for You:
We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
This is a hybrid role. Our teams operate in a flexible hybrid work model, combining in-person collaboration with remote flexibility. You’ll be expected to participate in regular team meetings and engineering rituals in line with your team’s cadence.
Working for you:
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
Private Medical/Dental Plan
Savings Fund
Life Insurance
Meal/Grocery Voucher
About the Business
LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.
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 to access benefits specific to your location.
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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.
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