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; retireme t, 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. #LI-DB1 In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan. Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The location(s) for this role include one or more of the following states: CA, CO, CT, IL, NV, TX, WA and/or remote. The base compensation range for the role in any of those locations is $102,200 - $189,800. The base compensation range in other locations may vary. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This job posting will close 06/08/2024. 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,... For full info follow application link. 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 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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.