The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people.
Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron’s, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. We encourage anyone that wants to join us in our mission to apply.
Position: Assistant Customer Support Manager - Outsourcer
Based in: Princeton, NJ
Reports to: Customer Support Manager - Outsourcer
We seek a person who shares a passion for Dow Jones consumer products (The Wall Street Journal, Market Watch, Barron’s) to help lead the day-to-day performance of our outsourced operation of global customer support professionals. The role is based in New Jersey.
A typical day will consist of leveraging your excellent interpersonal skills while meeting with global teams to discuss operational targets and drive performance. You may also be called upon to lead projects that drive efficiency and quality improvements, and also to act as the point person during a system outage.
WHAT YOU'LL DO
Support the Customer Service Manager in the delivery of their day-to-day responsibilities, and deputize in their absence
Ensure the outsourced partner is achieving KPIs and SLAs at the intraday and daily levels
Proactively monitor interval reports and reach out to the outsourced partner to determine reasons and mitigation plans for SL misses and other issues
Proactively monitor daily summary reports for any overall performance issues with quality, surveys, etc.
When needed, clearly and effectively communicate the performance metrics of the outsourced team to management and stakeholders
Take the lead in supporting ongoing functions that ensure the quality of interactions across the team.
Attend and contribute to the QA calibration processes
Follow-up on reported errors to ensure resolution
Follow up on coaching opportunities raised from reviews of negative customer experience investigations
Review adherence to proper escalation procedures and follow up to resolve issues
Review contacts raised by outside teams for coaching opportunities
Validation of incentivized contacts
Work as the point person for all access requests related to the outsourced partner
Process of all outsourced partner's new hires, extensions and terminations within Dow Jones systems
Maintain control and oversight of all active employee rosters with the outsourced partner
Manage access requests for Dow Jones staff to the outsourced partner’s tools
Be proactive in ensuring continuous improvement and operational efficiency
Identify opportunities to improve agent performance and/or operational efficiency.
Work closely with the Customer Support Operations Manager on projects to prioritize and implement these ideas.
Manage and coordinate outsourced partner resources during outages
WHO YOU ARE
You are dedicated to providing great customer service and have a strong desire for a career in Customer Service Management.
You are able to work independently and prioritize your own work, as well as work needed from the outsourced partner.
You have the ability to flexibly provide weekend oversight, plus unscheduled incident management.
The normal schedule will include Saturday with a day off during the week.
You have a solid understanding of contact center performance and quality metrics.
You have proven leadership skills and take ownership to proactively resolve issues.
You can handle high-level escalated complaints professionally and successfully.
You have the ability to travel, both domestically and internationally, for up to two weeks at a time. Up to 20% travel.
One year of management experience in a contact center
Excellent written and verbal English communication skills
Basic to intermediate knowledge of Excel
Experience in vendor management
Familiarity with Google Workspace (G-Suite) tools
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.
To enter one of our US based offices: Any offer of employment is contingent on providing proof of Covid-19 vaccination prior to your start date, subject to approved medical and/or religious exemptions, in accordance with applicable law.
Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE
Job Category: Customer Service/Support Group
Non-Union / A clear and likely internal candidate
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: 35701