Direct and monitor activities of assigned staff including goal-setting, performance management, coaching, training, and development plans to develop an effective team with a strong customer focus
Determine scheduling and staffing needs to maintain service levels objectives
Conduct telephone monitoring for direct reports and provide feedback for development purposes and to ensure accurate and timely support
Share information with staff, review team progress, and establish relationships with other teams to improve the knowledge base, reduce time on escalated inquiries, etc.
Analyze customer service metrics to determine problem and opportunity areas and monitoring performance against goal
Ensure that escalations to various departments are seamless to our customers
Establish documentation, implement consistent global processes, and train direct reports on all procedures
Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes
Provide high-level support for all customer contacts by addressing their issue or query and/or routing their call to the appropriate department
Establish rapport with internal and external customers
Work closely with Customer Service colleagues, locally and globally, to ensure synergy across the entire group
Work with other Dow Jones departments to ensure escalated issues are handled timely and correctly
Proven management experience within a high-volume call center environment preferred, as well as knowledge of ACDs, call tracking systems, and call monitoring
Leadership and team-building skills to motivate and inspire the team towards achievement of service excellence
Ability to coach direct reports to strengthen their performance and improve skills in order to accomplish work objectives
Problem solving and analytical skills with the ability to evaluate issues and conflicts and make timely decisions that benefit both the customer and the business
Ability to take ownership of problems and coordinate appropriate internal resources to help solve customer issues effectively and efficiently
Ability to train direct reports on new and existing procedures
Experience supporting applications in a web environment, corporate intranets and integrated knowledge solutions
Ability to follow and accurately explain a large set of procedural guidelines to a very high accuracy level
Commitment to customer satisfaction to provide quick and thorough response to customers' requests or problems
Time management and organizational skills
University Degree is desirable
Positive outlook on change and a flexible approach to the work environment and structure
Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone
Attention to detail and the ability to prioritize and meet deadlines
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
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.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).
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: 19618