The Performance Readiness Manager ensures that contact center agents are well-trained, effectively evaluated, and continuously supported to meet and exceed performance standards. This manager is responsible for overseeing the development and delivery of training programs, establishing robust performance evaluation systems, and leading continuous improvement efforts to address operational. Furthermore, the role involves strategic planning for onboarding and providing ongoing support to new Performance Readiness Analysts and Learning Consultants to ensure high levels of customer satisfaction. The Performance Readiness Manager serves as a key figure in aligning agent capabilities with the organization's objectives, fostering a culture of excellence and growth within the contact center.

About the Role:

As Manager of Performance Readiness, your scope and delivery will include:

• Overseeing the collaboration between the Performance Readiness team and the Digital Learning team to ensure the development of comprehensive and engaging training programs for contact center agents.

• Supervising the delivery of training sessions, workshops, and coaching, ensuring trainers/Learning Consultants are fully equipped to deliver high-quality training and that agents receive the support they need to excel.

• Designing and implementing a comprehensive performance evaluation framework to systematically assess agent performance.

• Overseeing the feedback process, ensuring that evaluations are constructive, aligned with best practices, and that agents receive meaningful insights into their performance.

• Leading the identification of operational challenges and performance gaps, formulating strategic plans to address them.

• Engage with senior management, team leaders, and supervisors to drive performance improvement initiatives, ensuring that changes lead to measurable enhancements in agent performance and customer satisfaction.

• Acting as a catalyst for fostering a diverse and inclusive workplace, ensuring high levels of cohesiveness and collaboration through engagement strategies and initiatives.

• Strategizing and optimizing the onboarding process for new hires, working to streamline integration into the company and their specific roles.

• Establishing a support framework for newly onboarded hires,, guaranteeing that they have access to the resources and guidance necessary to become competent and confident in their interactions.

About You:

You're a potential fit for the role of Manager of Performance Readiness if you have:

• Bachelor's degree in human resources, instructional systems design, education or closely related field OR equivalent experience.

• Strong understanding of data analytics, learning, quality, and project management principles.

• Familiarity with learning experience design methodologies (ADDIE, SAM)

• Familiarity with Kirkpatrick's 4 levels of evaluation

• Excellent analytical and problem-solving skills, with meticulous attention to detail.

• Ability to adapt to changing priorities, work collaboratively in a fast-paced environment, and deliver high-quality learning or QA solutions within tight deadlines and multiple workstreams.

• Strong verbal and written communication skills, with the ability to articulate technical concepts clearly and concisely.

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:

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

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.

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We are powered by the talents of 26,000 employees across more than 70 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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