Team Leader - Content Service Desk

Job Description

This role requires the management of the internal Content Support Specialists team and a Chennai based supplier team of 40 executives responsible for the content corrections and related customer support, pertaining to Elseviers online platform Scopus, Engineering Village and EmbaseHe/She will be fully responsible for ensuring timely and accurate closure of customer requests. He/She needs to constantly monitor inflow of the call volumes, establish productivity targets for the production teams, and ensure that the productivity, timeliness and quality KPIs are constantly met in order to provide excellent service to our Scopus/Ei users. He/She will be responsible for developing a deep and strategic understanding of the processes and workflows performed by his/her team. Such understanding to be used in setting firm and challenging objectives for the supplier team. The creation of workstream objectives, allocation of objectives, and measuring resultant deliverables. The role involves development and improvement of processes pertaining to the workflow(s) handled by the team(s). The development and or improvement opportunities identified are to be integrated using negotiation skills across internal and external stakeholders and Business Unit heads and built as business cases and implemented through new solutions/ workflows. The role requires ongoing development of the team(s) position and an increase in the visibility for the workstream value of the team.The role also requires frequent visit to the supplier office.People Management:Capacity planning based on workload and resultant recruitment/redeployment through negotiation with Business Unit Head and Supplier teamsProviding the production team with a clear line of sight and identify related training, development needsCoach the production team (including the 3 CSSs) to go the extra mile in delivering excellent customer service. This would include help the team to address: email etiquette, prioritization of tickets, handling exceptional tickets through reaching out to the network of experts, continuously improve procedures etc.Conduct formal weekly reviews by setting targets and assessing performance of team in fair and efficient manner. Formulate action plans in collaboration with Supplier management for the coming weeks and track progress.Conduct formal performance appraisals (PDP review) and provide timely feedback for career development of the CSSs.Develop and maintain strong morale and team collaboration with supplier members.Process Management:Responsible for collaborating with the Product teams, Global Operations and Production teams for developing appropriate KPIs and SLAs as and when process additions/ amendments are implementedResponsibility for overall team performance across all agreed KPIs.Responsible for developing a strategic view on current processes/workflows performed by the team. Such views are to be used to challenge status-quo and drive meaningful change management/ continuous improvement within teams. Evaluation/analysis/feedback, particularly around workflows and negotiate the required changes/ developments upwards.Assist team in identifying and solving problems with the production and customer service aspects of profiles and citationsKeep abreast of important changes happening with regards to adjacent workflows and keep team informed of such changes and opportunities.Customer Focus and Communication:Oversee and ensure high level of customer service provided by supplier team, adopting customer centricity principles in all the interactions.Investigate and address escalations promptly.Effective communication within the team, peers, functional managers, and other stakeholders.Maintain effective interactions with internal contacts (Application Managers/Specialists, DT, Heads of business units, support desk owners, Scopus CX manager, product, and process managers) and external contacts (Suppliers and technology vendors).Work with the Product team to convert the voice of the customers to meaningful product inputs such as addressing missing content, identifying fraudulent content providers, improving user experience, ease author interaction during national assessments etc.Strategy implementation and specialist/project duties: Act as the champion in implementing compliance projects such as data privacy, GDPR, SOX compliance etc.Represent Operations in the National assessments in collaboration with the regional sales managers and the national assessment managers by synthesizing pre-assessment actions such as author/supplier communications, clean-up of data base specific for the assessment, as well as assessment actions such as monitoring the call volumes and throughput specific for the country.Oversight, involvement in strategy development, or advocacy for a change in process/ workflow in tandem with the other process owners such as Scopus production teams, AFT production management etc.Close involvement with the Data Problem Report (DPR) team for local or global implementation of projects requiring cross-functional collaboration. Functional and Technical Competencies:Functional Skills:Deep understanding of production, customer service workflows pertaining to publishingExcellent oral and written skills in EnglishBasic understanding of project management fundamentalsStrategic mindset, with an ability to drive/ make data-based decision makingPositive and constructive approach to problem solving and teamwork.Strong analytical skills; Planning, and organizing skills; Accuracy and attention to details; Problem solving skillsPreferably knowledge and experience in managing change- workflows and peopleExcellent organizational skills; ability to prioritize; decisiveness; proactive; cost awareness.

• Strong customer focus and service orientation balanced with attention to companys interests.
• Demonstrates self-knowledge and acts to continuously improve.
• Possesses strong change management skills.
• Resolves conflict, as needed.
• Possess strong interpersonal communication skills.

Technical SkillsExperience of working with software systems/applicationsSolid data analysis skillsProject management/reporting skillsKnowledge of the publishing process and principles preferred.Education, Knowledge, Skills and Experiences (and any other requirements):Educated to bachelor s degree level or higher, excellent command of English.Minimum 6 years of work experience out of which at least 2 years in publishing industry-----------------------------------------------------------------------Elsevier is 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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact accommodationsrelx.com or if you are based in the US you may also contact us on 1.855.833.5120.Please read our Candidate Privacy Policy,

Keyskills :
qualitychange managementcustomer supportcustomer relationsline of sightsox compliancedata analysisregional salesemail etiquetteteam performancestrong analytical skillsslacustomer servicesalesdata privacy