About The Role:
Manage daily and interval schedule adherence and compliance, update intra-day plans accordingly, communicate revised SLA expectations to CoE and Operations leaders
Manage real time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level performance goals and business objectives
Authorized and expected to reallocate inbound volumes and staff assignments in real time, week of, and as needed
Perform continual analysis of current performance (noting recent historical trends) and conduct real time re-forecasting to make necessary adjustments in staffing plans
Check attendance line regularly and notify leadership of exceptions
Evaluate intra-day performance reports to determine staffing needs before approving time off or scheduling off-phone activities
Manage the communication with the Operations teams and business partners to coordinate needed staffing adjustments based on current and forecasted results
Manage the daily/intra-day performance reports and status to leadership
Create a positive work environment that fosters successful team performance
Assist with resolving technical issues encountered by representative and impacting their ability to assist customers (assist with opening tickets and/or pulling in the correct technical resources)

About You:
Ability to work independently and as a team
Ability to work under pressure, meet deadlines and be accountable for performance
Able to multi-task, be detail oriented and demonstrate strong organizational skills
Demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
Demonstrate excellent interpersonal skills with all levels of organizational customers and team members
Experience with contact center and workforce management software and reporting tools; Aspect, Impact 360, Calabrio, Cisco phone system, CRM systems – Salesforce/FLASH/EMS; KANA Response software and other email/chat solutions
Bachelor’s degree or related work experience

What’s in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
Hybrid Work Model: Currently, as part of our COVID-19 response, our employees are working remotely and following local COVID-19 bylaws and guidelines with the majority of our offices planning to remain remote until further notice. Upon return, we will embrace a hybrid work environment consisting of in-office and remote work.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance; work from anywhere (in country); caregiver paid time off, bereavement leave; company-wide Mental Health Days Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees - Thomson Reuters café networking.
Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet 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.

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.