Strategic Analysis Manager
Based in: Princeton, NJ
Reports to: Head of Contact Center Operations
What You'll Do
Lead the Strategic Analysis team in delivering critical analysis and insight to the Customer Service and Experience Design organization as well as to key stakeholders around the business.
Contact Center Performance Reporting:
Provide stakeholders around Customer Service with the timely and accurate performance reporting they need - KPI, agent performance, self-service metrics.
Proactively utilize Customer Service performance reporting to provide insight - identifying trends, calling attention to issues, and making recommendations for improvement.
Work collaboratively on data needs with cross-functional groups, including Analytics, Finance, Marketing, Product, Net Growth, and Technology
Leverage the team to partner with the Strategic Operations team for continuous improvement of our self-service and internal tools. Use data to identify pain points, recommend potential solutions, then measure the effectiveness of those changes after implementation by those teams.
Voice of the Customer
Leverage the team to deliver pertinent and timely voice of the customer feedback to various stakeholders around the organization, to speak for the customer to drive changes to product and policy.
Uncover ways to widen the usage of VOC and amplify the voice of the customer.
Team and Workload Management
Effectively manage the staff, drive performance, develop skills, expand responsibilities in line with the ability of the individual team members.
Champion a culture of creativity, collaboration, diversity and innovation
Continually evaluate our existing suite of published reports to determine what is being used, what should be revamped, what frequency is correct, etc. Lead the team in implementing any changes
Continually review existing workload to Identify areas of opportunity for automating or reducing manual labor involved with creating our current suite of reports.
Represent the Strategic Analysis team in requirements gathering of reporting needs for large-scale products. Delegate and lead the team to do this themselves for smaller-scale projects.
Work to improve the teams skills and abilities in the areas of data visualization and any associated tools.
Support CSXD management with forecast and budget planning and analysis and what-if scenario cost models.
Manage CWR resource responsible for workforce management, forecast generation and schedule generation. Oversee the WFM function across CSXD.
Who You Are
Excellent communication skills (oral, written and listening).
Strong people-management skills - ability to coach people to improve performance and to hold to accountability.
Ability to understand, organize and present complex information in an easily understandable format tailored to a variety of audiences.
Ability to synthesize data into actionable strategies and tell the story
Ability and willingness to make strategy recommendations and communicate them effectively to stakeholders at all levels.
Highly motivated and capable of both working independently and with a team
Experience working with cross-functional teams to drive strategies and build relationships
Knowledge and interest in customer experience, technology, and innovation.
Very comfortable performing quantitative analysis across a variety of internal and external analytic tools
Strong organizational skills
Strong decision making and problem solving skills
Able to handle multiple projects simultaneously with competing resources and deadline
Ability to independently lead and work towards results with minimal direction.
An in-depth understanding of contact center metrics.
Master user of Microsoft Excel
Working knowledge of SQL, Toad, database querying
Degree with a major in analytics, economics, or business management
5 or more years of relevant work experience with increasing responsibility
Dow Jones , Making Careers Newsworthy
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 TalentResourceTeam@dowjones.com . Please put “Reasonable Accommodation" in the subject line.
Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE
Job Category: Customer Service/Support Group
Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.
This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.
If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.
Req ID: 21980