[ref. l20531424] Thomson Reuters - Team Lead, Product Support

Position Overview

The Team Lead, Product Support provides daily supervision and leadership to an assigned team of Confirmation Product Support Representatives from around the globe.

About the Role

In this opportunity as a Team Lead, Product Support, you will:

• Provides daily supervision to an assigned group of Global Confirmation Customer Support or Credentialing Analysts
• Daily coaches, develops and leads individual team members.
• Resolves escalated customer requests from team, Sales or Management.
• Resolves all employee issues requiring supervisory attention.
• Conducts weekly meetings with team members to discuss performance and career development.
• Provides coaching to each team member by monitoring calls and emails to ensure the team meets all OKR’s and adheres to SLA’s.
• Actively listens to and motivates employees to perform their best.
• Works as needed with HR on employee issues, growth opportunities, job changes, etc.
• Maintains a team that displays constant teamwork no matter their location and partners well.
• Provides evaluations for team members performance for the purpose of determining merit increases and promotional opportunities.
• Maintains complete and accurate personnel files, documenting all critical performance incidents and discussions with representatives concerning performance.
• Examines potential areas for improvement and raise proposals with other Team Leads and/or Managers/Directors.
• Represents Confirmation within Thomson Reuters as a department contact for select opportunities and projects.
• Manages effective working relationships with internal departments by ensuring the sharing of information and knowledge with team members as well as other internal teams.
• Proactively identifies call trends and product issues affecting Confirmation customers using quality analysis.
• Identifies gaps in training.
• Continuously identifies ways to better service our customers.
• Follows appropriate departmental and company procedures and policies.

• Maintain a well-trained, professional support team.
• Ensure ongoing training and development of staff being a strong Mentor.
• Produce reporting to track team performance, identify any trends to be shared with broader TR or management.
• Identify and roll out improvements.

About You

• 1-2 years of relative years of experience from call center industry.
• Self-motivated and enthusiastic with a positive “can-do” attitude.
• Experience building a high performing team.
• Ability to build strong relationships and is a strong mentor.
• Ability to work independently on multiple activities, showing appropriate prioritization and escalation skills for themselves and team.
• Service Minded, strong organizational and planning skills.
• Ability to multitask, work under pressure and adhere to tight deadlines.
• Strong communication skills, both written and verbal.
• Demonstrated leadership skills.
• Ability to facilitate staff meetings and discussion groups.
• Experience of being in a call center.
• Ability to adapt and flex your schedule as needed is a plus but not required.

#LI-GR1

• 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

Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

Sound exciting? Join us and help shape the industries that move society forward.

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.

Learn more on how to protect yourself from fraudulent job postings here.

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