Thomson Reuters Looking for Team Lead- Product Support at Hyderabad, Telangana, India Full Time

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.

• Manage a team of customer support employees in night shift i.e., 9pm – 6am IST. This role requires you to work in night shifts.
• 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.

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 https://thomsonreuters.com.