Assistant Customer Support Manager
A little about us
Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.
The Wall Street Journal is America’s largest newspaper by paid circulation with more than 2.2 million customers. In recent years, the Journal has expanded its core content offering to include coverage of the arts, culture, lifestyle, sports, and personal health, building on its heritage as the leading source of business and financial news. Published by Dow Jones, one of the world’s largest news gathering operations with nearly 2,000 journalists in more than 80 bureaus, The Wall Street Journal now spans 12 editions in nine languages, engaging readers across newspapers, websites, magazines, social media, and video. The Journal holds 35 Pulitzer Prizes for outstanding journalism.
As the Assistant Customer Support Manager, you will work side by side with the Vendor Operations Manager to help manage our outsourced call center teams that are located across the globe. You will help improve overall performance, efficiency and provide insight into areas of improvement that will help improve employee and customer satisfaction. You may also be called upon to be the lead for internal projects or act as the point person during an outage.
Based in: Princeton, NJ
Reports to: Operations Manager, Customer Service
Support the Operations and Customer Service Managers in the delivery of their day-to-day responsibilities and ensuring that the outsourced partner is achieving KPIs and SLAs
Proactively work with internal and outsourced teams to develop action plans that continually improve KPI’s and SLA’s
Report on the performance of team KPI’s to management and stakeholders
Work collaboratively with a variety of internal stakeholders, including technology, finance and editorial
Work with external third parties (along with the Outsourced Contact Centre Managers)
Encourage collaboration and gain the trust and support of others, actively engaging with people in other teams and departments to solicit their input and ensure their awareness of key projects/initiatives
Be proactive in ensuring continuous improvement and operational efficiency
One year of supervisory, operational lead, or management experience in a contact center
Strong understanding of call center KPI’s and how to improve performance
Schedule flexibility to manage weekend oversight, plus unscheduled incident management
Ability to think creatively while problem-solving
Ability to prioritize your own work and the overall tasks of the team (time management)
Ability to manage expectations of both internal and a global workforce by communicating effectively through various types of channels (slack, google hangout, etc…)
Ability to travel up to 20%
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
Since 1882, Dow Jones has been finding new ways to bring information to the world’s 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, Barron’s, 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: 20533