This role assists with day to day management of customer support. This role is a blend of management and hands on operational duties, such as responding to customer queries and taking calls. A key requirement of the role is to take a proactive approach to maintaining knowledge, skills and being abreast of what both customers and staff are experiencing.
About the Role
In this opportunity as Team Leader you will:
Manage a team of customer support employees.
Coach staff to deliver excellent customer service.
Maintain and improve key performance measures
Proactively manage customer issues and may act as the first level escalation for the team.
Deliver key projects to improve customer service.
Proactively contribute ideas to the Management Team.
Recruit and select staff that will fit within the team and meet key criteria for the role.
Ensure staff understand and are adhering to procedures.
Work with the team to reduce the volume and time of outstanding service requests.
Assist the team in providing a memorable and positive customer experience. This may include taking calls during peak periods.
Complete call assessments and coaching targets for team.
Exchange information and share knowledge with other team members to maximize knowledge and effectiveness of the Customer Support team as a whole.
Accept additional projects or areas of responsibility to improve performance.
About You
You're a fit for the role of Team Leader if your background includes:
Sound appreciation and knowledge of Thomson Reuters data and products, their use and applicability to the markets they are intended to serve.
An ability to anticipate the impact of changes to systems and data services etc. on customers.
Well-developed problem-solving and decision-making skills.
Ability to communicate effectively both verbally and in writing.
Practical understanding of performance measurement statistics and using them to drive high performance.
Some knowledge of project management techniques.
Understanding of customer service environments.
Flexibility and an appreciation of a fast-moving and environment.
People leadership/mentoring experience preferred.
Strong customer focus
Ability to drive results and build talent
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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:
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters cafe networking.
Social Impact: Ten 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.
In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.
Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. Eligible office location(s) for this role include one or more of the following: New York City, San Francisco, Los Angeles, and/or Irvine, CA; McLean, VA; Washington, DC. The base compensation range for the role in any of those locations is... For full info follow application link.
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 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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
