To manage the delivery of the customer service experience, support customer retention, and enhance Thomson Reuters brand values.
This role is also responsible for leading and managing teams.
About the role :
Effectively manage a team responsible for contact center agents around the globe
Monitor daily contact center performance and make recommendations for adjustments to ensure that department response time and service goals are met
Effectively interpret data related to internal and external customer needs to drive operational improvements
Optimize the use of department technology and workforce management techniques to improve contact center efficiency and effectiveness
Oversee the day-to-day operations of the workforce management team in Manila, Philippines and other locations as required
About you :
Bachelor’s degree and related work experience required
Previous supervisory experience
Minimum of 4 years of experience in previous workforce management role (forecasting, scheduling, real-time)
Experience with contact center and workforce management software and reporting tools; Aspect, Impact 360, Calabrio, Cisco phone system, CRM systems Salesforce / FLASH / EMS;
KANA Response software and other email / chat solutions
Demonstrates excellent interpersonal skills with all levels of organizational customers and team members
Demonstrates the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
Able to multi-task, be detail oriented and demonstrate strong organizational skills
Ability to work under pressure, meet deadlines and be accountable for performance
Ability to foster teamwork and create a sense of belonging
Ability to work independently and as a team
What’s in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through :
Hybrid Work Model : Currently, as part of our COVID-19 response, our employees are working remotely and following local COVID-19 bylaws and guidelines with the majority of our offices planning to remain remote until further notice.
Upon return, we will embrace a hybrid work environment consisting of in-office and remote work.
Culture : Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
Social Impact : Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
Purpose Driven Work : We have a superpower that we’ve never talked about with as much pride as we should we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency.
Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
