Support the Service Performance team in delivery of key responsibilities.
Deliver Reports and Analysis within agreed Service Level Agreements
Support stakeholders in the understanding and application of performance statistics
Highlight trends to management
Update and maintain timely, accurate and appropriate management information/business intelligence for distribution to internal stakeholders
Update and maintain relevant working tools and materials inc
Undertake quality control and accuracy checks/audits on produced reports
Monitor and report on performance against internal and external Service Level Agreements
Maintain management information systems and contribute ideas to enhance current systems to the design and implementation of operational management information systems
Support Quality Management Information
Develop Service Delivery Review packs
Supporting projects by providing reports and analysis to measure the success of new initiatives
Current and advanced use of Excel, including pivot tables, formulas, macros and graphing
SQL language and VBA programming skills a plus
Understanding of contact center metrics, WFM & RTA highly desired
Proven success in an analyst role, delivering insight and recommendations
Ability to quickly identify and diagnose data outliers
Detail oriented, accurate, and motivated to succeed
Ability to design, develop and improve reporting systems
Previous experience presenting to stakeholders, arguing key points and addressing challenges against your suggestions
Use of Google sharing tools, Microsoft Access and Word
Willingness to travel, expectation will be that this role may require visits to each contact center
Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management
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: 19852