Dow Jones & Co.Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world's largest news gathering operations globally.
It produces leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Factiva, Barron's, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).Dow Jones, Making Careers NewsworthyAll 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, email us at . - file:///home/JOBTARGET/j.ensong/casperjs-casperjs-b5c59e1/bin/ Please put Reasonable Accommodation in the subject line.PrincetonFull time
Direct and monitor activities of staff including goal-setting, performance management, coaching, training, and development plans to develop an effective team with a focus on retention of members
Determine scheduling and staffing needs to maintain service level 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
Generate ideas that streamline processes, reduce manual work and quicken customer service operations with the goal of improving the customer experience
Identify trends and develop and implement pla