Job Description:

Customer Service Supervisor

Based in: Barcelona, Spain 

Reports to: Customer Service Manager

Position Summary:

The position resides in the Customer Experience Team, reporting to the Customer Service 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 and maintain procedural guidelines and mapping out best practices for the team. The Supervisor will also ensure that the department's mandated service levels are met.

Key Responsibilities:

• Direct and monitor activities of assigned staff including goal-setting, performance management, and coaching, to develop an effective team with a strong customer focus

• Determine scheduling and staffing needs to maintain service levels

• Monitor interactions and  provide feedback for development purposes to ensure accurate and timely support

• Establish relationships with other internal Dow Jones teams to improve the knowledge base and reduce time on escalated inquiries

• Analyze customer service metrics to determine opportunity areas and monitor performance against goals

• Ensure that escalations to various departments are seamless to our customers

• Create documentation, implement consistent global processes, and train direct reports as needed

• Identify opportunities for improvement with systems and procedures, and initiate appropriate action to implement process changes

• Provide high-level support for escalated customer contacts 

• Review customer  feedback and survey responses to assist in process improvement and agent development

• Work closely with PIB CS Supervisors in other regions to ensure the department is running as one global unit

• Assist with the recruiting, interviewing, and hiring process

• Act as Manager On Duty (MOD) on weekends and holidays on a rotational basis with CS Team Leader

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 

QUALIFICATIONS:

Required

•  At least 1+ years experience as a B2B Team Leader/agent or 2+ years of internal or external customer service experience in a multi-channel call center environment with knowledge of ACDs, call tracking systems and call monitoring

• Leadership and team-building skills to motivate and inspire the team towards the achievement of service excellence

• Advanced problem solving and analytical skills with the ability to evaluate issues and conflicts that benefit both the customer and the business

• 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/or integrated knowledge solutions

• Experience with a CRM system

• Excellent verbal and written communication skills

• A positive outlook on change and a flexible approach to the work environment and structure

• Excellent time management and organizational skills and the ability to prioritize and meet deadlines 

• Ability to share MOD (Manager on duty) responsibility on weekends and holidays

• Commitment to customer satisfaction
   

Preferred

• Knowledge of the PIB suite of Dow Jones’ products (Factiva, Risk & Compliance, Newswires)

• Experience with Salesforce and other Dow Jones internal tools and products

• Ability to analyze reporting of metrics  and understand  KPIs and Service Levels in a call center environment

Desired

• Bachelor’s degree

• Experience in an industry related to News/Research/Media

 

Our Benefits

• Comprehensive Healthcare Plans

• Paid Time Off

• Retirement Plans

• Comprehensive Insurance Plans

• Family Care Benefits

• Subscription Discounts

• Employee Referral Program

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 .

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at [email protected]. Please put Reasonable Accommodation in the subject line.

Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. EEO/Disabled/Vets. We strongly encourage applications from all qualified individuals, including women, people with disabilities, and those from underrepresented groups. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at [email protected]. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Business Area:

Dow Jones - Customer Service

Job Category:

Customer Service & Contact Center Operations

Union Status:

Non-Union role