Customer Service Team
This team provides 1st through 3rd level support for global customer contacts providing 24/7 coverage for clients of our consumer and B2B products. Included with the service team is the contact center operations which are responsible for Training, Quality Management, Service Performance reporting, Service Design and the Systems that support the Customer Service team.
The primary role of the Customer Services team is to champion best practice in the objective governance of the contact center provision and assessing the emerging risks and propose developments and improvements based on objective and evidence-based information, such as agreed service levels and customer feedback.
Develop a strong working relationship with outsourced service partners which continually look for ways to improve the service provided/delivered to customers.
Monitor the delivery of the agreed service levels and act upon delivery failures to identify root cause and remediation plan
Manage the day to day relationship with the outsourced service provider.
Facilitate and drive issues investigation and resolution
Ensure understanding, documentation, and management of SLA's
Develop any specific reporting requirements and ensure delivery of these reports
Drive resolution and timely closure of non-performance issues against agreed SLA’s and manage remediation efforts for areas of systemic non-performance including appropriate escalation if needed and generation of status reports to senior management
Conduct monthly service review meetings with the outsourced partner
Conduct monthly presentations to internal stakeholders
Working with other stakeholders, set performance targets, including quality and contact handling to achieve cost to serve
Help develop and maintain a stable and flexible team that is highly committed, motivated, competent and results-focused.
Ability to manage the performance of outsourced agencies using a range of measurement and motivational tools and techniques
Experience in managing various call center teams including outbound, retention and sales.
This position has one direct report.
Responsible for delegating tasks and managing the performance of reports.
At least five years of experience managing an outsourced customer services contact center or a combination of both insourced and outsourced.
Strong knowledge of CRM systems and contact center technologies
A proven track record in achieving results and will have been instrumental in managing and driving change initiatives to achieve demonstrable business benefits.
Strong leadership skills
Ability to understand and proactively resolve complex situations and problems
Excellent coordination and communication skills, both written and verbal
Ability to partner effectively with other business units
Willingness to travel, the expectation will be that this role will require regular visits to each global contact center
Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.
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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 - PRINT SERVICES
Job Category: Customer Service 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).
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Req ID: 20059