Frontline Support Manager – Eikon AIM D&A

The Frontline Support Manager assists the Head of Frontline English with the day to day management of the Frontline Helpdesk team. This role is a blend of management and hands on operational duties and includes managing a group of team managers and acts a point of escalation for complex queries, and taking calls where required. A key requirement of the role is to take a proactive approach to maintaining knowledge and skills and to keeping abreast of what both customers and staff are experiencing.

Responsibilities

  • Provide support to the Head of Frontline English in managing the day to day operations of the Frontline Support for Trading Data & Apps.
  • Accountability – ensure high Quality of Service in case handling and resolution accountability based on function and query type
  • Acts as Deputy of the Head of Frontline English as and when necessary
  • Serves as local champion of key initiatives set by Helpdesk organization and by the specific Frontline Function family.
  • Manage a group of Team Managers across a broad range of products proactively managing customer issues and acting as a point of escalation for the team.
  • Proactively manage performance and coach Team Managers to deliver superior and effective coaching sessions with the customer support executives in line with global customer support guidelines.
  • Maintain and improve the key performance measures of the Customer Support Centre
  • Improve first call resolution results and actively drive more resolution on the initial query
  • Work with the Team Managers to reduce the volume and time of outstanding cases and ensure staff understand and are adhering to procedures.
  • Drives the performance management & review process helping facilitate the quarterly, midyear and annual review process.
  • Deliver key projects to improve customer service.
  • Create a Learning culture environment by sharing knowledge with the Customer Support team as a whole and championing learning initiatives
  • Responsible for staff engagement and retention.
  • University degree in related discipline required
  • At least 4-5 years of experience in successfully managing front-line customer service organizations
  • Strong understanding TR Markets customers, products, business and service drivers
  • Familiarity with Salesforce, Process Knowledge and Systems equivalent

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