Where am I based?
What do we do?
United by our ambitions, the Dow Jones Customer group will attract and retain customers by
creating distinctive experiences and valued relationships for mutual profit. We work across all of the elite Dow Jones brands to appeal to a broad, high-level client base and provide a distinctive experience to each one. In addition, the group’s focus is on consistently providing excellent service and developing and nurturing valued, lasting relationships with our customers.
The Contact Center Operations team will be responsible providing brand, product and systems training to all agents and evaluating the quality of response provided to inbound and outbound customer contacts via all channels. In addition, responsibilities include management and associated analysis / reporting, trends, aligned to the achievement of results within the contact centre through customer feedback and quality monitoring.
Who is my manager?
Training & Knowledge Manager
What are my accountabilities?
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
To be the internal champion of briefing, training and induction processes that ensure that sales objectives and brand values are enhanced by the customer service interaction.
What do you need from me?
At least one year of experience performing a Training role in a similar environment
Strong MS Office skills - particularly Excel and Powerpoint
Experience in coaching and developing team members
Excellent presentation and knowledge transfer (one-to-one and classroom) skills
Willingness to travel, expectation will be that this role will require regular visits to each contact centre
Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.
How do I apply?
If you feel that this exciting and fast paced position matches your skills, experience and motivation then please apply via our careers page.