Johnson & Johnson Careers

Contact Center Team Lead with German

Prague, Czech Republic
Human Resources


Job Description

Requisition ID: 1805649987W

Johnson & Johnson Global Services, the global shared services organization supporting the businesses of Johnson & Johnson, performs select functional work in a consistent manner across regions and sectors using simplified, standardized end-to-end processes and state-of-the-art technology. The vision of Johnson & Johnson Global Services is “to be trusted business partners who deliver increasing value by creating and sustaining globally standard world-class services that enable the power of Johnson & Johnson.”
 
There are more than 2,000 employees in Human Resources, Finance and Procurement who work for Johnson & Johnson Global Services in key service centers located in Manila, Suzhou, Prague, Bogota and Tampa, as well as in local country-based hubs.
 
 
Contact Center Team Lead with German
Full-time position
Prague 
 

Major Duties/Responsibilities:

 
The Contact Center Team Lead is responsible for managing the HR customer service delivery Contact Specialist team. This role is responsible for delivering timely and accurate support to J&J employees and HR community regarding all inquiries related to employee programs and services, HR policy, processes and procedures including navigational support, and escalation of issues. The HR Contact Center Team Lead will supervise the Contact Center Specialists that manage the inbound channels to include phone, fax, email, web forms, chat, etc. HR 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.
 

Major Duties/Responsibilities:

  • 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
  • Provide continuous 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

Qualifications
  • Fluent in German and English 
  • 3+ years of progressive Contact Center / Customer Service experience, preferably with focus on HR Services delivery
  • 2+ years of management experience in Customer service center
  • Experience using Service Center technologies, ticket management, knowledge management, telephony / IVR, document management, etc.
  • Demonstrated understanding of 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)
  • Good capability in assessing, developing and hiring talent
  • Experienced in development and reporting of HR analytics to manage performance, analyze trends, and drive data-based decisions for HR and the organization
  • Positive-minded, collaborative interpersonal skills and leadership qualities

We offer:
  • A challenging and interesting job in one of the biggest global healthcare companies
  • Extensive long-term opportunities for personal and professional development
  • Healthy and active work environment
  • Competitive salary based on experience and comprehensive benefits package:
    • 5 weeks of vacation, Home office, Flexible working hours, Sickdays, 8 weeks fully paid parental leave 
    • Meal vouchers, Flexi Passes, Referral Award, Life and accident insurance, MultiSport Card
    • Contribution for: Prague public transportation, language study, illness leave, Pension contribution, customer card to Makro Cash & Carry 
    • Refreshment in the workplace, Free sport activities

 

The benefits are regulated by internal policy which contains the full details regarding the entitlement and conditions for the benefits.


Primary Location
Czech Republic-Prague-Prague
Organization
JNJ Global Business Servi (7761)
Job Function
Human Resources
Requisition ID
1805649987W