Global Contact Center Workforce Manager

PHL002 Thomson Reuters Corporation Pte Limited - Phil Branch; Manila; Hybrid; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Hybrid work model

Flex My Way

Career development & growth

Mental Health Days

Headspace access

Job summary

Thomson Reuters Corporation Pte Limited - Phil Branch seeks a Workforce Manager to lead a global contact center team, including Manila, and oversee workforce management operations. You will use data and technology to drive performance, efficiency, and continuous improvement across multiple locations.

Responsibilities include monitoring daily performance, forecasting, scheduling, and real-time decision support, while collaborating with cross-functional teams in a hybrid work model.

Qualifications

• Leads a global contact center team and Manila operations.
• Monitors metrics to meet response time and service goals.
• Interprets data to drive improvements and efficiency.
• Uses workforce management tech to optimize operations.

Responsibilities

• Lead全球 contact center agents and Manila team to meet service targets.
• Monitor daily performance and adjust staffing to maintain response times.
• Analyze internal/external data to drive operational improvements.
• Leverage technology for better efficiency in workforce management.
• Oversee day-to-day Manila operations and other locations as needed.

Skills

Team leadership

Data interpretation

Communication

Problem solving

Ability to work under pressure

Multitasking

Interpersonal skills

Forecasting

Scheduling

Real-time decisioning

Education

Bachelor’s degree or related work experience

Tools

Aspect

Salesforce

KANA Response

Genesys

Email/Chat solutions

Copilot

Job description

Thomson Reuters Corporation Pte Limited - Phil Branch seeks a Workforce Manager to lead a global contact center team, including Manila, and oversee workforce management operations. You will use data and technology to drive performance, efficiency, and continuous improvement across multiple locations.

Responsibilities include monitoring daily performance, forecasting, scheduling, and real-time decision support, while collaborating with cross-functional teams in a hybrid work model.