Global Services Contact Center Team Lead.

The Contact Center Team Lead is responsible for managing a team of Multifunction Contact Center Specialist. This role is responsible for delivering timely and accurate support to J&J employees and Shared Services community regarding all inquiries related to employee programs and services, HR & Shared Services policies, process, and procedures including navigational support, and escalation of issues. The Contact Center Team Lead will supervise the Contact Center Specialists that manage the inbound channels to include phone, fax, email, web forms, chat, etc. Contact Center Team Lead is accountable to continuously improve the customer experience while increasing the effectiveness of services through a team of Contact Center Specialists with a strong customer service orientation culture.

• Ensure timely and accurate delivery of Contact Center Inquiry and Contact Center inbound channels to include phone, email, web forms, chat, etc.
• Resolve escalated inquiries requiring higher level knowledge and authority.
• Monitor real-time operational performance and ensure team is staffed appropriately for anticipated call and work volume as well as escalation of unusual events including malfunctions in enabling technology.
• Participate with resource forecasting requirements.
• Responsible for achievement of the service level agreements and business performance goals by encouraging and improving the accuracy and efficiency of team members according to governance to SOPs, Call Center Scripts, etc.
• Identify Contact Center areas for improvement on daily operational processes and provide support to implement these initiatives by highlighting and discussing key changes/improvement programs with the Manager, Contact & Administration.
• Provide daily and monthly performance feedback and coaching to Contact Specialists; monitor the development and training needs of team members.
• Mentor and provide leadership development to team members
• Responsible for the selection, interview and hiring process for team members.
• Lead and contribute to scheduled and ad hoc training in order to improve performance and promote continuous learning.
• Drive team engagement and adherence to a global culture identity for Global Services, HR and establish a set of values to promote achievement and continuous improvement in conjunction with the overall Global Services organization.
• Foster a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers and the broader community in Global Services, HR in alignment with the Company’s Leadership Imperatives.
• Build a pipeline of diverse talent within the Contact Center team and across the Global Services team. Enable a Credo-based & High-Performance Culture within team.
• Provide management, direction, coaching, feedback, and, where appropriate, discipline to subordinate team members.

Qualifications

• Bachelor’s Degree Graduate
• 6+ years progressive Contact Center / Customer Service experience, preferably with a concentration in the delivery of HR / Shared Services processes.
• Strong management skills; operates as a global leader with understanding and appreciation for regional differences
• Experience using Service Center technologies, ticket management, knowledge management, telephony / IVR, document management, etc.
• Demonstrated understanding how work and local activities integrate with HR & Shared Services functional work and in alignment with mandated standards.
• Uncompromising commitment to client and customer satisfaction
• Experience with customer service software applications (e.g., case management)
• Effective partnership and relationship building skills with key stakeholders
• Identifies opportunities, risks/issues; assesses implications, formulates recommendations
• Coaching and collaboration skills with an employee and customer-focused mindset
• Experienced in development and reporting of HR / Shared Services analytics to manage performance, analyze trends, and drive data-based decisions for the organization
• Understanding of Contact Center management and Operations
• Demonstrated understanding how work and local activities integrate with HR and other functional work and in alignment with HR / Shared Services standards.
• Strong written and verbal communication abilities; formal presentation and facilitation skills
• Can be trusted to maintain confidential information
• Experience partnering internally and externally to address people-related challenges

Primary Location

Philippines-National Capital-Manila-

Organization

Johnson & Johnson International (Singapore) Pte. Ltd. – ROHQ

Job Function

Human Resources

Requisition ID

2105967607W