Global Customer Support Workforce Manager

Are you passionate about using workforce planning and analytics to improve customer operations at scale?

Do you enjoy partnering across teams to shape service delivery and operational strategy?

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

You will lead workforce planning and operational support activities that help customer support teams meet service level objectives across multiple contact centers. You will use forecasting, capacity planning, reporting, and real-time analysis to improve coverage, productivity, and service performance. You will also partner with leaders and global teams to support operational change, guide decisions, and remove barriers to success.

Responsibilities

• Develop and implement support plans for overall department operations to meet service level objectives and metrics
• Manage day-to-day operations by using forecasting methods, e.g. Erlang C software, simulation, spreadsheets, analyzing historical data and trends; normalizing historical data as required accounting for skewed data such as holidays, extreme weather, influx of new employees, etc.
• Monitor the flow of customer contacts, impacts and analyze work states (i.e. ASA, AHT, ACW, Adherence, other) for multiple call centers across the nation and globally
• Analyze staff deviations. Develop productivity reports and validate metrics to ensure staff productivity and occupancy are maintained
• Conduct short range and long-range staffing/volume analysis utilizing business and systems expertise to optimize the most efficient/timely workforce coverage for call volumes applying queuing theory, including management and capacity models and future reporting for capacity plans
• Develop daily, weekly and monthly call reports that are utilized by front line agents up through senior leadership. Identify inconsistencies in data and areas of improvement and partner with teams to investigate and resolve
• Work with Customer Support leadership teams and provide consistent and open communication to coordinate processes to meet the operational and strategic needs of the contact center, to advise on potential opportunities or hazards that affect the business' ability to meet goals, and to solicit feedback that influence the operations workforce management
• Provide strategic guidance as it relates to changes impacting service levels, partner with the GCS teams, engage in escalations; manage the Service Level Agreement (SLA)/Service Level Guide (SLG) process, and remove obstacles

Requirements

• Experience in customer operations or a related professional environment
• 8 years Customer Operations or related professional experience with a minimum 5-years Customer Operations experience 
• Experience as an analyst, planner, or forecaster, preferably within a contact center resource planning environment
• Experience with scheduling, forecasting, and workforce management software
• Strong skills with MS Office applications, especially Excel
• Working knowledge of database concepts, forecasting methods and concepts, real-time management methodologies and techniques, and COPC standards
• Prior experience with IVR systems
• Ability to plan, organize and execute project deliverables and lead through influence
• Strong listening skills with the ability to work independently, take ownership, and collaborate effectively across teams

Work in a Way that Works for You

We promote a healthy work/life balance across the organisation. 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.

Working Pattern

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

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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