Customer Service Supervisor

Job Description:

About Our Organization:

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 130 years and today has one of the world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).

About the Role

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, Investor's Business Daily, 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.

You will be based in Princeton, New Jersey reporting to the Senior Manager, Global Insourced Customer Support.

You Will:

• Direct and monitor activities of assigned staff including goal-setting, performance management, coaching, training, and development plans to develop an effective team with a strong customer focus
• Determine scheduling and staffing needs to maintain service level objectives
• Conduct telephone and email monitoring for direct reports to provide feedback for development purposes and to ensure accurate and timely support
• Share information with staff, review team progress, and establish relationships with other teams to improve the knowledge base, reduce time on escalated inquiries
• Analyze customer service metrics to determine problem and opportunity areas while monitoring the team's performance against the goals
• Ensure that escalations to various departments are seamless for our customers
• Establish documentation, implement consistent processes, and train direct reports on all team-specific procedures
• Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes
• Provide high-level support for all escalated customer contacts by addressing their issue or query and routing their call to the appropriate department
• Ensure the team meets all necessary KPIs as assigned by the Customer Support Manager and Senior Leadership
• Take on other tasks and projects to provide support and as assigned by the Customer Support Manager.
• Generate ideas that streamline processes, reduce manual work, and quicken customer service operations to improve the customer experience
• Conduct regular 1-1 meetings with direct reports to give coaching and feedback on performance through Q/A, live listening, and reporting metrics

You Have:

• At least 1+ years experience as a DJ Consumer agent or 2+ years of internal or external customer service experience in a high-volume call center environment with knowledge of ACDs, call tracking systems, and call monitoring
• Leadership and team-building skills to motivate and inspire the team toward achievement of goals and service excellence
• A positive outlook on change and a flexible approach to the work environment and structure
• Excellent verbal and written communication skills
• Experience handling and resolving escalated customer concerns
• Ability to train/coach team members on new/existing Dow Jones products/services/job behaviors
• Experience supporting applications in a web environment, corporate intranets, and integrated knowledge solutions

Preferred Qualifications:

• Experience with independent problem-solving and analytical skills with the ability to evaluate issues and conflicts and make timely decisions
• The ability to multitask and demonstrate time management skills in a fast-paced environment and adjust priorities to meet daily and ongoing business needs
• Ability to take ownership of problems and coordinate appropriate internal resources to help solve customer issues effectively and efficiently
• Ability to schedule work and implement work assignment adjustments to meet changing work priorities and ensure goal fulfillment
• Proven track record of being open to feedback and opportunities for development and performance improvem