Data Analyst Contact Center-Hybrid
Data Analyst Contact Center-Hybrid
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$ 60000 - 75000
1 Vacancy
Job Description
Job Description:
About Our Organization
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 130 years and today has one of the worlds largest newsgathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal Americas largest newspaper by paid circulation; Barrons MarketWatch Mansion Global Financial News Investors Business Daily Factiva Dow Jones Risk & Compliance Dow Jones Newswires OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS NWSA; ASX: NWS NWSLV).
About the Role
The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including The Wall Street Journal Barrons MarketWatch Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group focused on delivering excellence during every customer interaction. You will report to the Manager Data Analytics and be based in Princeton New Jersey. We encourage anyone that wants to join us in our mission to apply.
You Will:
- Develop and provide reporting and relevant management information to all areas of the business. This includes static and scheduled reporting and the analysis evaluation and documentation of business requirements for new and existing reports and processes and challenging and improving the systems/processes currently in place.
- Support the Manager Data Analytics in the delivery of their key responsibilities.
- Deliver Reports and Analysis within agreed Service Level Agreements.
- Support stakeholders in the understanding and application of performance statistics.
- Highlight trends to management.
- Design and develop accurate and appropriate management information/business intelligence for distribution to internal stakeholders.
- Update and maintain relevant working tools and materials.
- Undertake quality control and accuracy checks/audits.
- Monitor and report on performance against internal and external Service Level Agreements.
- Maintain Management information systems contribute to the design and implementation of operational management information systems.
- Support Quality Management Information.
- Develop Service Delivery Review packs.
- Design research and build presentations for Departmental managers to interface with the wider business.
- Support projects by providing reports and analysis to measure the success of new initiatives.
You Have:
- 12 years of customer service experience and/or experience with large data sets.
- Advanced knowledge of MS Excel with proficiency in PivotTables Macros and Charts.
- Proficiency with Google Collaboration tools such as Drive Docs Sheets Slides and Forms.
- Knowledge of Microsoft Access and Word.
- Intermediate VBA programming skills.
- Knowledge of and basic proficiency of SQL in programming language and its function in data analysis.
- A willingness to travel the expectation will be that this role may require some visits to each contact center.
- Recognition that operational roles of this nature involve some element of weekend oversight plus unscheduled incident and crisis management.
- Basic knowledge of Data Visualization tools such as Google Looker Studio and Tableau.
- Basic statistical analysis skills.
- Familiarity with digital experience trends and metrics.
- Familiarity with AWS and BigQuery.
- Intermediate statistical analysis skills.
- Familiarity with usage of Python and R for data analysis.
Our Benefits
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Medical Dental and Vision Insurance Plans
- Education Benefits
- Paid Maternity and Paternity Leave
- Family Care Benefits
- Commuter Transit Program
- Subscription Discounts
- Employee Referral Program
Learn more about all our US benefits
#LIHybrid
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 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 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 ServiceJob Category:
Data Analytics/Warehousing & Business IntelligenceUnion Status:
Union rolePay Range: $60000 $75000We recognize that attracting the best talent is key to our strategy and success as a company. As a result we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect and we tailor our offers within the range based on the selected candidates experience industry knowledge location technical and communication skills and other factors that may prove relevant during the interview process.Payforperformance is a key element in our strategy to attract engage and motivate talented people to do their best work. Similarly to salary for bonus eligible roles targets are set based on a variety of factors including competitive market practice.For benefits eligible roles in addition to cash compensation the company provides a comprehensive and highly competitive benefits package with a variety of physical health retirement and savings caregiving emotional wellbeing transportation and other benefits including elective benefits employees may select to best fit the needs and personal situations of our diverse workforce..Required Experience:
IC
Employment Type
Full-Time
