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Team Manager

Company: Carolina Power & Light Co
Location: Manila
Posted on: June 13, 2021

Job Description:

Position Overview

The Team Manager will oversee and manage a team of customer service executives who provide support for products designed to automate workflow for tax and accounting professionals globally. Excellent team-building skills and ability to prioritize changing demands in a fast-paced environment will ensure success in the role.


  • Manage and coach a team of customer support executives to deliver excellent customer service
  • Proactively manage customer issues and may act as the first level escalation for the team
  • Maintain and improve key performance measures
  • 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 adhere 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 the team
  • Exchange information and share knowledge with other team members to maximize the knowledge and effectiveness of the Customer Support team as a whole
  • Accept additional projects or areas of responsibility to improve performance


  • Bachelors degree
  • At least 5 years of professional experience
  • Demonstrable experience in leadership and people management
  • Proven track record in customer service and ability to anticipate the impact of changes to systems and data services etc. on customers
  • Excellent English communication skills - both written and verbal
  • Advanced analytical skills with the ability to collect, organize and analyze information
  • Practical understanding of performance measurement statistics and using them to drive high performance.
  • Strong project management, decision-making, problem-solving, and organizational skills
  • Able to prioritize and stay focused while dealing with multiple assignments and tasks
  • Results and detail-oriented; focused on providing high-quality results
  • Agile and able to learn quickly and apply knowledge to increasingly complex and changing work
  • Strong technical skills. Demonstrated knowledge of Microsoft applications and web-based applications
  • Knowledge of business and industry, systems and processes is an advantage but not required
  • Willing to work on the night shift

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.


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



Req #: JREQ142118

Locations: Manila-Philippines

Job Function: Customer Service & Support

Keywords: Carolina Power & Light Co, Memphis , Team Manager, Other , Manila, Tennessee

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