Johnson & Johnson Careers

Contact Center Team Lead for ASPAC

Manila, Philippines
Human Resources


Job Description

Requisition ID: 1805629097W

  • Ensure timely and accurate delivery of Contact Center Inquiry and Contact Center inbound channels to include phone, email, web forms, chat, etc.
  • Resolve escalated HR 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.
  • Perform special projects and related duties as assigned
  • Work in collaboration with other team members in Global Services cross functional contact team to execute tasks and fulfill key deliverables, seeking input and assistance as needed.
  • Establish and maintain a confidential and sensitive work environment, focusing on customer service by handling all customer requests in a professional manner.
  • Participates in scheduled and ad hoc training in order to improve service delivery.

Qualifications
  • 6+ years progressive Contact Center / Customer Service experience, preferably with a concentration in the delivery of HR Services
  • 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 other HR functional work and in alignment with HR 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
  • Good capability in assessing, developing and hiring talent
  • Ability to establish a culture focused on continuous improvement
  • 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 analytics to manage performance, analyze trends, and drive data-based decisions for HR and the organization
  • Understanding of Contact Center management and Operations
  • Results oriented and ability to motivate team to high levels of performance
  • Positive-minded, collaborative interpersonal skills and leadership qualities necessary to build a cohesive, and focused team
  • Demonstrated understanding how work and local activities integrate with other HR functional work and in alignment with HR standards.
  • Ability to provide clear direction quickly and on-demand
  • Ability to work effectively in a fast-paced environment, handle multiple projects, and daily planned and unplanned operational activities
  • 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
  • Understand short-term and long-term implications of decisions and actions
  • Basic understanding of business, financial and organizational factors in relation to HR activities
  1. Deliver exceptional service through tools and processes; experience suggesting areas for improvement on to support continuous improvement efforts 


Primary Location
Philippines-National Capital-Manila
Organization
Johnson & Johnson International (Singapore) Pte. Ltd. - ROHQ
Job Function
Human Resources
Requisition ID
1805629097W