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Job Information

Dow Jones Service Performance Analyst in PRINCETON, New Jersey

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Job Description:

Key Responsibilities:

  • 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

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Job Category: Customer Service/Support Group

About Us

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.

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Req ID: 19852