Global Contact Center Workforce Leader

Thomson Reuters Corp.; Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work model

Flex My Way

Grow My Way

Headspace access

Volunteer days

Job summary

Thomson Reuters invites applications for a Workforce Manager to lead a global contact center team, including the Manila group, and drive performance, response times, and service goals through data-driven workforce management practices.

You will optimize technology usage, forecast and schedule, and report outcomes, collaborating with cross-functional partners to enhance efficiency and service delivery in a hybrid work environment.

Qualifications

• Bachelor’s degree in a related field or equivalent work experience.
• Minimum of 4 years in a workforce management role (forecasting, scheduling, real-time).
• Experience with contact center software and reporting tools.

Responsibilities

• Lead a global team of contact center agents and oversee performance, response time and service goals.
• Monitor daily performance and recommend adjustments to meet KPIs.
• Interpret data to drive operational improvements across the center.
• Optimize use of technology and WFM techniques to improve efficiency.
• Oversee Manila workforce operations and other locations as required.

Skills

Team leadership

Communication skills

Ability to work under pressure

Multi-tasking

Interpersonal skills

Forecasting

Real-time scheduling

Copilot

Genesys

Salesforce

KANA

Aspect

Education

Bachelor’s degree or related work experience

Tools

Genesys

Salesforce

KANA

Aspect

Copilot

Job description

Thomson Reuters invites applications for a Workforce Manager to lead a global contact center team, including the Manila group, and drive performance, response times, and service goals through data-driven workforce management practices.

You will optimize technology usage, forecast and schedule, and report outcomes, collaborating with cross-functional partners to enhance efficiency and service delivery in a hybrid work environment.