DCA Manager

The DCA Manager will track team performance through contact monitoring, shadowing, activity review and other measures to ensure customers are receiving prompt, courteous and efficient service. They will use reporting and data insights in order to identify and drive improvements in team-level performance.

Members of this team earn a base salary and earn variable compensation based on team-level performance across volume of customer interactions, speed and quality of resolution, and customer satisfaction.

About the Role  

In this opportunity as a DCA Manager, you will:

Coach and develop a high performing team capable of delivering high customer satisfaction through addressing inbound sales queriesMonitor team performance and analyze reporting / data insights to identify and drive continuous improvementReport directly to the Senior Manager, sharing performance insights, escalating issues and driving improvement initiatives across the wider teamReport directly to the Senior Manager, sharing performance insights, escalating issues and driving improvement initiatives across the wider teamConduct performance reviews for team members

About You

You’re a fit for the role if your background includes:

Bachelor’s degree or equivalent practical experienceAbility to speak and write in English and Spanish fluentlyTechnical aptitude for internal business systemsAbility to interpret performance data and use this to prepare insights and leadership-level reportingAbility to operate, engage and influence across a large-scale Sales organization, and work collaboratively with others to develop improvement initiativesHigh degree of professionalism, customer centricity and flexibilityExcellent organizational skillsProven ability to lead, coach and develop a high performing sales teamBusiness-to-business webchat sales and virtual / telesales experience preferred

To apply, please upload your updated resume in English.

Location: CDMX

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What’s in it For You?

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.

Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

Making a Real-World Impact: We are one of the few companies globally 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.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

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. 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 the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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 on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com.