Based in: Princeton, NJ
Reports to: Head of PIB Support
Working with other stakeholders across all brands, set performance targets, including quality and contact handling to achieve cost to serve
Help develop and maintain a stable and flexible team that is highly committed, motivated, competent and results focused
Positively influencing levels of absenteeism and staff retention through implementation of HR initiatives and department incentive and bonus schemes
Maintaining up to date knowledge of industry developments, providing input into the strategy of the Contact Center
Development of partnerships with key internal Dow Jones departments to ensure that the team is able to support all products and customized implementations.
Collaborate and consult with Product and Technology teams, as needed, to provide feedback on products and tools.
Attend internal and external partnership or key client meetings as required.
Develop and build an effective case management team, including people and process
Lead the team to resolve escalated problems and queries which are effective and measurable
Working with the Management Information Team and the Quality Management team to deliver daily, weekly, monthly team KPI adherence, quantitative and qualitative reports.
Positively influence and facilitate completion of customer service academy by each member of the team
Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff
Reviewing the performance of staff, identifying training needs and planning training sessions
Handling the most complex customer complaints or enquiries
Organising staffing, including shift patterns and the number of staff required to meet demand
Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
At least three years experience of a manager of a team of at least six people supporting telephone, email and live chat
Proven leadership skills
Working knowledge of search syntax, indexing/coding as well as research experience
Masters of Library Science or equivalent experience is an advantage
Ability to deal with High level complaints
Ability to prioritise your own work and the overall tasks of the team
Excellent written and verbal English communication skills
The ability to coach and mentor individuals to get the best results
Experience using MS Word, Excel, Google and Salesforce service cloud an advantage
Basic technical knowledge of and competence in websites, smartphones and tablets
Used to working in a target-driven environment
Ability to build effective working relationships and communicate with all levels of the business
Looking for a long-term career in customer services management
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