Job Description

Job Description:

The Customer Service & Experience Design (CSXD) Departments mission is to provide superior customer experiences that are purposeful, seamless, consistent, and that are in-line with our world-class B2C and B2B brands

Our Customer Service Teams provide 1st through 3rd level support for our global customers and client contacts. Our Contact Center Operational Excellence team is responsible for Training, Quality Management, Service Performance Reporting, Service Design, and the Systems that support the Customer Service team. Our Customer Experience Design Team are the guardians of the customer experience and advocate for our customers

All of our team members are passionate about always being the 'customer' and work to incorporate our CSXD core values into their work every day. We are looking for applicants that are Curious, Unique, Self-Starters, Team Players, Open, Motivated, Educated, and Respectful.

We encourage anyone that wants to join us in our vision to lead Dow Jones in being a customer-obsessed organization to apply.

Based in: Princeton, NJ

Reports to: Head of Consumer Customer Services

THE ROLE

We seek a person who shares a passion for Dow Jones consumer products (The Wall Street Journal, Market Watch, Barrons) to help lead the day-to-day performance of our outsourced operation of global customer support professionals. The role is based in New Jersey.

A typical day will consist of leveraging your excellent interpersonal skills while meeting with global teams to discuss operational targets and drive performance. You may also be called upon to lead projects that drive efficiency and quality improvements, and also to act as the point person during a system outages.

WHAT YOU'LL DO

* Support the Customer Service Manager in the delivery of their day-to-day responsibilities, and deputize in their absence
* Ensure the outsourced partner is achieving KPIs and SLAs at the intraday and daily levels

* Proactively monitor interval reports and reach out to the outsourced partner to determine reasons and mitigation plans for SL misses and other issues

* Proactively monitor daily summary reports for any overall performance issues with quality, surveys, etc.

* When needed, clearly and effectively communicate the performance metrics of the outsourced team to management and stakeholders

* Take the lead in supporting ongoing functions that ensure the quality of interactions across the team. Examples include:

* Attend and contribute to the QA calibration and English-language proficiency processes

* Follow-up on reported errors to ensure resolution

* Follow up on coaching opportunities raised from reviews of negative customer experience investigations

* Review adherence to proper escalation procedures and follow up to resolve issues

* Review contacts raised by outside teams for coaching opportunities

* Validation of incentivized contacts

* Work as the point person for all access requests related to the outsourced partner

* Process of all outsourced partners new hires, extensions and terminations within Dow Jones systems

* Maintain control and oversight of all active employee rosters with the outsourced partner

* Manage access requests for Dow Jones staff to the outsourced partners tools

* Be proactive in ensuring continuous improvement and operational efficiency

* Identify opportunities to improve agent performance and/or operational efficiency.

* Work closely with the Customer Support Manager on projects to prioritize and implement these ideas.

* Manage and coordinate outsourced partner resources during outages

WHO YOU ARE

* You are dedicated to providing great customer service and have a strong desire for a career in Customer Service management
* You are able to work independently and prioritize your own work, as well as work needed from the outsourced partner

* You have the ability to flexibly provide weekend oversight, plus unscheduled incident management

* The normal schedule will include Saturday with a day off during the week.

* You have a solid understanding of contact center performance and quality metrics

* You have proven leadership skills and take ownership to proactively resolve issues

* You can handle high-level escalated complaints professionally and successfully

* You have the ability to travel, both domestic and internationally, for up to two weeks at a time. Up to 20% travel.

QUALIFICATIONS

Required

* One year of management experience in a contact center
* Excellent written and verbal English communication skills

* Basic to intermediate knowledge of Excel

Preferred

* Experience as an agent in a busy environment supporting multi-channel customer contacts

Desired

* Experience in vendor management
* Familiarity with Google Workspace (G-Suite) tools

OUR BENEFITS

* Comprehensive Healthcare Plans
* Paid Time Off

* Retirement Plans

* Comprehensive Insurance Plans

* Education Benefits

* Family Care Benefits

* Commuter Transit Program

* Subscription Discounts

* Employee Referral Program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com. Please put Reasonable Accommodation in the subject line.

Dow Jones , Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com. Please put Reasonable Accommodation in the subject line.

Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE

Job Category: Customer Service/Support Group

About Us

Since 1882, Dow Jones has been finding new ways to bring information to the worlds top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barrons, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view Find Jobs - Dow Jones. Thank you.

Req ID: 23383