Customer Service Supervisor at Dow Jones

Barcelona, Catalonia, Spain

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Media, Publishing, Customer ServiceIndustries

Requirements

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 Requirements
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
Bachelor’s degree
Experience in an industry related to News/Research/Media

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

Skills

Customer Service

Team Management

Performance Management

Coaching

Scheduling

Metrics Analysis

Process Improvement

Training

Recruiting

Documentation

Dow Jones

Provides business news and financial data

About Dow Jones

Dow Jones provides business news, financial information, and data intelligence to financial firms, professionals, and investors globally. Its main products include the Wall Street Journal, Dow Jones Newswires, and Factiva, which offer timely news, exclusive insights, and comprehensive data sets. Additionally, Dow Jones offers risk and compliance solutions to help businesses navigate issues like anti-money laundering and economic sanctions. Unlike many competitors, Dow Jones focuses on a subscription-based model, data licensing, and advertising revenue, utilizing its extensive media and data resources to equip clients with the necessary information for informed decision-making.

New York City, New YorkHeadquarters

1881Year Founded

ACQUISITIONCompany Stage

Fintech, Financial ServicesIndustries

5,001-10,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Comprehensive Healthcare Plans

Comprehensive Medical, Dental and Vision Insurance Plans

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Time Off

Paid Vacation

Paid Maternity and Paternity Leave

Family Care Benefits

Family Care Benefits & Caregiving Support

Commuter Transit Program

Subscription Discounts

Employee Referral Program

Education Benefits

Retirement Plans

Comprehensive Insurance Plans

Lifestyle programs & Wellness Resources

Risks

Competition from digital-native platforms like Bloomberg and Reuters is increasing.

AI-generated content threatens traditional journalism models.

Subscription fatigue may impact Dow Jones' revenue model.

Differentiation

Dow Jones offers a unique blend of news, data, and risk compliance solutions.

The Wall Street Journal is America's largest newspaper by total average circulation.

Dow Jones provides content in 28 languages, enhancing global reach.

Upsides

Increased demand for real-time financial news boosts subscription-based services.

AI-driven journalism tools enhance content creation and personalization.

Growing importance of ESG data creates opportunities for expanded offerings.

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