Workforce Manager

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

Job Posting Title
Workforce Manager

Job Description
This role leads a global team of contact center agents, overseeing daily performance, response time and service goals, and workforce management operations, including the team in Manila, Philippines. The leader uses customer data and contact center technology to drive operational improvements and efficiency.

Key Responsibilities

• 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

Required Qualifications

• Ability to work independently and as a team
• Ability to foster teamwork and create a sense of belonging
• Ability to work under pressure, meet deadlines and be accountable for performance
• Able to multi-task, be detail oriented and demonstrate strong organizational skills
• Demonstrates the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
• Demonstrates excellent interpersonal skills with all levels of organizational customers and team members
• Experience with contact center and workforce management software and reporting tools, including Aspect, CRM systems (Salesforce), KANA Response, Genesys, and other email/chat solutions
• Proficiency with Copilot
• Bachelor’s degree or related work experience
• Previous supervisory experience
• Minimum of 4 years of experience in previous workforce management role as a lead or equivalent (forecasting, scheduling, real-time)

Preferred Qualifications

• Experience with AI tools

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What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact:We are one of the few companies globally 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.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com.