Hybrid Global Workforce Manager — AI-Driven Optimization Lead

Thomson Reuters; Manila; Hybrid; PHP 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Hybrid Work Model

Flex My Way

Career Development and Growth

Industry Competitive Benefits

Culture and Belonging

Social Impact

Real-World Impact

Job summary

Thomson Reuters in Manila, Philippines is seeking a Workforce Manager to lead a global team of contact center agents, oversee daily performance, response times, and service levels, and drive workforce management operations.

You will analyze data, optimize technology and processes, and oversee the Manila team and other locations as needed, leveraging your experience with contact center software and AI tools to improve efficiency.

Qualifications

• Bachelor’s degree or related work experience.
• Experience with contact center and workforce management software and reporting tools.
• Proficiency with Copilot.

Responsibilities

• Lead a global team of contact center agents and oversee daily performance.
• Monitor and adjust performance to meet response time and service goals.
• Interpret data to drive operational improvements for internal and external customers.
• Optimize department technology and workforce management processes for efficiency.
• Oversee day-to-day workforce management operations in Manila and other locations.

Skills

Team leadership

Forecasting

Scheduling

Real-time analytics

CRM systems

Education

Bachelor’s degree or related work experience

Tools

Aspect

Salesforce

KANA Response

Genesys

Email/Chat solutions

Copilot

Job description

Thomson Reuters in Manila, Philippines is seeking a Workforce Manager to lead a global team of contact center agents, oversee daily performance, response times, and service levels, and drive workforce management operations.

You will analyze data, optimize technology and processes, and oversee the Manila team and other locations as needed, leveraging your experience with contact center software and AI tools to improve efficiency.