Customer Service Supervisor

• Do you have extensive experience in Customer Services?
• Can you demonstrate previous management experience of a customer service team?
• Do you always strive to be the best? 

Position Summary Statement:

The position resides in the Customer Experience Team, reporting to the Customer Support Manager. The Customer Service Supervisor is responsible for ensuring a team of representatives provides superior customer service to all Dow Jones customers, prospects, and employees.  The role requires liaising with other departments to develop procedural guidelines and mapping out best practices for this new team. The Supervisor will also ensure that the departments mandated service levels are met.

Key Responsibilities:

• 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 levels objectives
• Conduct telephone monitoring for direct reports and 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, etc.
• Analyze customer service metrics to determine problem and opportunity areas and monitoring performance against goal
• Ensure that escalations to various departments are seamless to our customers
• Establish documentation, implement consistent global processes, and train direct reports on all procedures
• Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes
• Provide high-level support for all customer contacts by addressing their issue or query and/or routing their call to the appropriate department 

Key Relationships:

• Establish rapport with internal and external customers
• Work closely with Customer Service colleagues, locally and globally, to ensure synergy across the entire group
• Work with other Dow Jones departments to ensure escalated issues are handled timely and correctly 

Knowledge, Skill, and Experience Required:

• Proven management experience within a high-volume call center environment preferred, as well as knowledge of  ACDs, call tracking systems, and call monitoring
• Leadership and team-building skills to motivate and inspire the team towards achievement of service excellence
• Ability to coach direct reports to strengthen their performance and improve skills in order to accomplish work objectives
• Problem solving and analytical skills with the ability to evaluate issues and conflicts and make timely decisions that benefit both the customer and the business
• Ability to take ownership of problems and coordinate appropriate internal resources to help solve customer issues effectively and efficiently
• Ability to train direct reports on new and existing procedures
• Experience supporting applications in a web environment, corporate intranets and integrated knowledge solutions.
• Ability to follow and accurately explain a large set of procedural guidelines to a very high accuracy level
• Commitment to customer satisfaction to provide quick and thorough response to customers' requests or problems
• Time management and organizational skills
• University Degree is desirable.
• Positive outlook on change and a flexible approach to the work environment and structure
• Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone
• Attention to detail and the ability to prioritize and meet deadlines

If this position matches your experience, skills and motivations please submit your CV (with SALARY EXPECTATION) and a covering letter detailing why you feel you are suitable for the role, via our Career Site.

When you join Dow Jones, you become part of the most dynamic, creative and savvy news and information companies in the world. As a global leader in news and business intelligence, we're newswires, websites, newspapers, apps, newsletters, databases, magazines, radio and television--including some of the widest-read and most-respected brands, like The Wall Street Journal, Barron's, MarketWatch and DJX, our flagship news and analytics platform. Our media inform the discussions and decisions that are vital to the world's commerce, while our databases make the business world more transparent. We continually develop technology to transform information into insight and prosperity. From over 50 countries and in over a dozen languages, we enlighten and inspire audiences with authoritative, differentiated and trusted content.

http://www.dowjones.com/careers/