Thomson Reuters: Veterans Preferred – Director, Workforce Management

Military Veterans are Encouraged to Apply.

Job Description The Director, Workforce Management, will be responsible for the optimized long term/short term forecasting models, scheduling models, and management to ensure the maximization of capacity and the achievement of a world class customer experience.

The Director will be responsible for improving occupancy and service achievement and conducting ongoing variance analysis to continuously improve daily schedule and staff alignment via shift bids and real time adjustments.

About the Role In this opportunity as Director, Workforce Management, you will: Owns improving existing staff planning models for multiple contact centers around the globe Responsible for supporting, shaping, and designing an efficient skilling strategy, while conducting ongoing variance analysis to continuously improve the accuracy of scheduled resources Collaboration with many cross functional areas of the business including, Customer Service, Specialty Support and Technical Support leaders, Training, HR, TA, finance as well as many other functions Create and socialize plans and playbooks with business leaders in Customer Service, Specialty Support and Technical Support, gaining alignment on inputs and assumptions and securing approval from cross-functional stakeholders and senior leaders Lead team in a dynamic, fast paced environment that requires data-driven decision making and real time actions About You You’re a fit for the Director, Workforce Management, if you have: BA or combination of education and experience equivalent 5 years’ experience in leading workforce management teams with at least 10 years’ experience in operational planning & workforce management supporting global contact centers Proven ability to lead teams, complex projects, and competing demands to deliver business outcomes Experience working with workforce management tools and systems Knowledge of performance evaluation and customer service metrics.

Solid understanding of reporting and budgeting procedures and experience in basic financial analysis (cost-effectiveness, cost-benefit etc.) Proficient in call center equipment/software programs including cloud-based telephone systems and SMS servicing setup and utilization Outstanding communication and interpersonal skills.

Excellent organizational and leadership skills with a problem-solving ability.

Proficiency with standard software tools and keyboard skills.

Strong analytical & Business reporting skills.

What’s in it For You At Thomson Reuters, our people are our greatest assets.

Here are some of the benefits we offer for your personal and professional growth: Compensation: Base salary, plus yearly bonus dependent upon your performance Learning & Development: On-the-job coaching & learning, leadership capability development, Harvard Management courses, key talent programs, tuition reimbursement Benefits: Flexibility, Comprehensive health coverage with benefits that are effective day one Perks: Social events & activities, generous vacation package plus 2 paid volunteer workdays a year 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.

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

Locations Ann Arbor-Michigan-United States of America; Carrollton-Texas-United States of America; Eagan-Minnesota-United States of America