Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

Workforce Management

• Develop and implement workforce management strategies to optimize staffing levels, scheduling, and resource allocation.
• Utilize advanced forecasting and scheduling tools to ensure efficient call center operations.
• Monitor and analyze workforce performance metrics to identify areas for improvement and implement corrective actions.
• Lead initiatives to integrate automation and advanced technologies into operations to improve efficiency and reduce costs.
• Stay abreast of industry trends and emerging technologies to ensure the organization remains competitive.

Training and Development

• Design and oversee comprehensive training programs to enhance employee skills, knowledge, and performance.
• Collaborate with departmental leaders to identify training needs and develop tailored learning solutions.
• Foster a culture of continuous learning and professional development within the organization.

Quality Assurance

• Establish and maintain rigorous quality assurance standards to ensure consistent and high-quality customer interactions.
• Implement quality monitoring systems and conduct regular assessments to identify trends and areas for improvement.
• Develop and execute action plans to address quality issues and enhance overall service delivery.

Leadership and Collaboration

• Provide strong leadership and direction to the operations team, fostering a collaborative and high-performance culture.
• Work closely with senior leadership to align operational strategies with organizational goals.
• Build and maintain relationships with key stakeholders, both internal and external, to support operational objectives.

Executing for Results

• Strong data-driven mindset; with an ability to communicate effectively using data to tell the story
• Keeps organizational strategies in mind while driving towards execution in service of continuous improvement
• Manages ambiguity and deals effectively with complex and uncertain situations where many alternatives are possible, and no single correct answer exists.
• Illustrates decisiveness and wisdom in the face of limited data while influencing others in a way that results in acceptance or agreement and drives the business forward.
• Identifies and solves potential problems in a creative and timely manner

Leading Teams

• Comfortable leading a team through rapidly changing circumstances, priorities, and goals.
• Ability to effectively lead and represent a multi-disciplined, global operation.
• Strong, inclusive communicator with ability to drive cross-functional collaboration across teams in dynamic, fast-paced environment.
• Role models an experimentation mind-set of failing fast to learn and grow
• Strong developer of others within the organization.

Relationships and Influence

• Builds strong relationships with others, demonstrating strong emotional intelligence and an ability to communicate clearly and persuasively.
• Encourages others to share the spotlight and visibly celebrates and supports the success of the team.
• Creates a sense of purpose/meaning for the team that generates followership beyond his/her own personality and engages others to the greater purpose for the organization.

• Graduate or Post Graduate Degree holder
• 18+ years of working in a global customer service center.
• Minimum of 10 + years’ experience in leading the day-to-day operations of a global customer service center particularly in Workforce Management
• Experience using Genesys and Alvaria tools
• Proven ability to lead global teams, complex projects & competing demands to deliver desired Business outcomes.
• Rich experience in data analysis to validate & demonstrate ROI.
• Expertise in reporting & budgeting procedures.
• Experience in basic financial analysis which can bring in cost effectiveness.
• Proven ability to lead global teams, complex projects, and competing demands to deliver business outcomes
• 5+ years’ experience in call type analysis, consolidation of contact centers (call routing design, number consolidation, etc.) and streamlining to create efficiencies required
• 3+ years’ experience with data analysis to validate and demonstrate ROI to support the initiatives and benefit to the system required
• Knowledge of performance evaluation and customer service metrics. Solid understanding of reporting and budgeting procedures and experience in basic financial analysis (cost-effectiveness, cost-benefit etc.). Proficient in call center equipment/software programs including cloud-based telephone systems and SMS servicing setup and utilization.
• Outstanding communication and interpersonal skills. Excellent organizational and leadership skills with a problem-solving ability. Proficiency with standard software tools and keyboard skills. Ability to effectively manage multiple priorities in a complex environment.