Johnson & Johnson Careers

Workforce Management Global Lead

Manila, Philippines
Customer Service

Job Description

Requisition ID: 1805663031W

The Workforce Contact Center Lead is responsible for the overall direction and delivery of Workforce Management strategies.This role will act as a Workforce Subject Matter Expert and will oversee Workforce Management for Contact Center and across the Global Services Enterprise. The role expectation is to champion development of forecast, resource planning and scheduling across all sites and maximize efficiency and occupancy using effective strategies while meeting service objectives.

Major responsibilities:

•Implements scheduling strategies and initiatives to enable the function to achieve its objectives
•Maintain volume and schedule forecasts. Provide valuable inputs to business by proactively engaging stakeholders
•Drive performance of Workforce Analysts to the highest level, creating a culture of accountability and execution
•Manage and drive outage communication with Operations, stakeholders and resolving technology team/s
•Prepare workforce reports (daily, weekly, monthly) and analyze historical data
•Deliver timely and efficient solutions to all workforce related requests.
•Coach,develop, mentor and evaluate performance of workforce analyst/s
•Analyze, develop and implement action plans to resolve service level issues
•Work and collaborate closely with operations, stakeholders to resolve manpower issues.

  • Bachelor's Degree
  • Progressive Workforce Management experience (Contact Center and back office), preferably with a concentration in the delivery of Shared Services 
  • Strong leadership skills; operates as a global leader with understanding and appreciation for regional differences 
  • Solid understanding of Workforce Management methodologies. 
  • Positive-minded, collaborative interpersonal skills and leadership qualities necessary to build a cohesive, and focused team 
  • Ability to establish a culture focused on speed, accountability and continuous improvement while building employee-centric repeatable and sustainable processes
  • Relationship management, coaching and collaboration skills, with leaders at all levels and key stakeholders 
  • Experienced in shaping solutions, with strong communication and collaborative partnership skills with internal and external stakeholders to ensure the effective execution of shared services solutions across the enterprise 
  • Experience developing strategies in alignment with functions’ strategy to execute and ensure the availability of resources and best quality service 
  • Develops approaches in alignment with the overall GS strategy in order to execute and ensure the availability of resources and best quality service, for global shared services solutions within functional area of expertise 
  • Experience using Service Center technologies, ticket management, telephony / IVR and CRM tools. 

Primary Location
Philippines-National Capital-Manila
Johnson & Johnson International (Singapore) Pte. Ltd. - ROHQ
Job Function
Customer Service
Requisition ID