**Company Overview:**
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 newsgathering operations with nearly 2,000 journalists in more than 75 bureaus 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.
**Job Description:**
HEAD OF CONTACT CENTER OPERATIONS
Purpose of the team
The primary role of the Contact Center Operations team is to champion best practice in the contact conter provision by supporting contact center systems and providing statistical and analytical information. This role works across our Consumer and PIB businesses to deliver best-in-class contact center operations across Training, Quality Management, Service Performance reporting, Service Design and the Systems that support the contact center.
Key Responsibilities:
To build a team to support service design, quality management, training. service performance and systems roles.
Management Information
● Deliver full suite of statistical and analytical reports that support stakeholders in their understanding and application of performance statistics and continuous improvement,
● Highlight key trends to colleagues and management
● Designing and developing timely, accurate and appropriate management information/business intelligence for distribution to internal stakeholders
● Co-ordinate the activities required to meet all monitor and measure quality metrics for all interactions
● Collaborate with Operations and Training Management to establish remediation programme to enable their teams to achieve quality KPIs.
● Lead the team to devise and maintain and establish quality procedures, standards and specifications using a unified quality score card
● To continually evolve internal and external SLA targets to drive performance and quality
● Producing daily, weekly, monthly quarterly and yearly statistical and analytical reviews presenting your recommendations in a clear and persuasive way
● Investigate where resources are being used currently and how these can distributed more efficiently
● Supervising and guiding a team
● To work with the team to ruthlessly analyse drivers of call volume
Working with the VP, Customer Services to create and deliver detailed reports, analysis, presentations and other indices on a daily, weekly, monthly basis, providing quantitative and qualitative data regarding department performance and customer behaviour identifying facts and trends
Systems Management
Through the Systems team build a service that fuels passion for customer and agent satisfaction by ensuring system efficiency and speedy issue resolution.
To take operational responsibility for the Salesforce Service Cloud including process design, efficiency and data integrity., including platform updates and introduction of plug-ins, such as Knowledge. To represent contact center requirements as part of the overall Technology roadmap process
To take operational responsibility for social network tools implementation including process design. To represent contact center requirements as part of the overall Technology roadmap process
To lead the Training team to develop training manuals and training programmes for all contact center interactions
To work collaboratively with technology to identify any customer or systems issues, undertake root cause analysis and plan fixes, tracking and reporting all such incidents.
Develop and maintain disaster recovery plan for all technologies used by Customer Services and Customer Operations (internal and external). Regularly test such provisions.
Interface with key Marketing stakeholders around service expectations and service performance
Standards & Training
● Develop standards and requirements for the quality of interactions across all channels
● Work with the team to develop training materials to ensure that agents are fully briefed on appropriate products and systems
● Oversee the agent training schedule and competency framework
● Lead the development of onboarding and ongoing training development in Brand and Systems training for all agents
● Develop and keep up to date all training manuals used in the contact centers
Quality management
● Evaluate/review quality of contact responses to ensure acceptable service standards are met; This should include management of weekly/monthly evaluations, trend analysis, analysis to ensure consistency and ultimately to increase customer satisfaction.
● Identify trends, gaps and recommend to management countermeasures to optimise the customer experience.
● Develop contact calibration approaches, targets and set up and lead calibration sessions with business
● Evaluating customer feedback regarding quality of service and reporting back to stakeholders
Training Coordination with third parties
● Support the development of soft skills training in our outsourced partner contact centers
● Recommend procedures and policy changes to ensure consistency across all team members.
● Create weekly and monthly reports to management and develop ad hoc reports as needed by management
Compliance
● Ensure no data protection breaches occur through proper verification of customers as well as cautious handling of all customer information.
● Ensure records management compliance on all customer information.
Skills:
o In depth knowledge of OLF/Ciboodle and Salesforce service cloud
o Current and advanced use of Excel including pivot tables and graphing
o Excellent communication skills
o Excellent English oral and verbal skills
o Second-line technical knowledge of tablet, smartphones and websites
o Strong leadership skills
Experience:
o Experience managing a team support systems, training, quality, and service design
Other requirements:
o Willingness to travel, expectation will be that this role will require regular visits to each contact center
o Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.
EEO/AA Tagline:
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
*CUEX
**Equal Opportunity Employer:**
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**Requisition ID**
2015-26442
**Job Locations**
USA-NJ-PRINCETON
**Job Function**
Customer Service & Support
**Business Area**
CUSTOMER SERVICE