Team Manager

Job Requirements

Customer Satisfaction:

• Motivate, influence, and hold team members accountable for driving customer loyalty and satisfaction

• Ensure team members are fully trained, equipped and empowered to meet or exceed customer expectations

• Monitor the team’s effectiveness in solving customer issues quickly and easily and preventing issue recurrence

• Identify and help eliminate internal barriers to first contact resolution

• Interface directly with customers on escalated issues or complaints

• Participate on cross functional teams to reduce customer effort relating to all aspects of the customer experience (product, billing, processes, and cancellations).

Operations Planning and Team Management

• Collaborate with Workforce Management to deliver on service levels and staffing plans for multichannel service organization.

• Stay abreast of organizational performance – from the individual representative level to overall center performance.  Identify areas in which to manage costs and increase productivity.

Communication & Interpersonal Skills:

• Interact effectively with diverse people, styles and priorities

• Understand and convey big picture company goals and mission

• Successfully influence partner resolver groups to deliver what is needed

Experience, Knowledge & Skills

• Position requires a deep knowledge of TR billing, invoice and payment processes, contractual arrangements, subscription deals and plan types

• A proven ability to troubleshoot related complex issues

• Three years of experience in TR Legal Customer Service preferred

• Knowledge of TR and Customer Service OKRs, policies and procedures, performance expectations, strategy, values, mission, vision, and culture

• Familiarity with TR departments, contacts, and executives

• Knowledge of business applications and contact center management tools

• High level knowledge of TR print & online products and commercial pricing

• Understand of contact center scheduling needs and practices

About You

• Bachelor's degree in any course is required for this position

• Minimum of 2 years of work experience preferred

• Willing to work on the night shift

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.

We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. 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.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our 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/Affirmative Action 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.

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