Johnson & Johnson Careers

Contact Center Manager / Lead EMEA

Prague, Czech Republic
Customer Service

Job Description

Requisition ID: 1805692154W

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.

Location: Prague
Full-time permanent contract 

The Contact Center Manager is responsible for managing global and regional contact centers in Prague, ensuring that timely and accurate support is provided to J&J employees regarding all inquiries related to employee programs and services (HR, Procurement, and Finance), policies, processes, and procedures including navigational support, and escalation of issues. This person will oversee Prague Contact Center inquiries and Prague Contact Center inbound channels and will be for continuous improvement of the customer experience and the effectiveness of services.

Major Duties & Responsibilities

  • Manage Global Services Contact Center operational activities to achieve target Key Performance Indicators and Service Level Agreements 
  • Manage all inbound channels for Global Services Service Centers (phone, web forms, email, fax, chat, etc.), maintaining proper staffing levels and team member training required 
  • Identify opportunities to improve the customer experience 
  • Manage and motivate team members (identifying performance gaps, monitor and provide constructive feedback for performance improvement)
  • Define and support training in order to improve performance and promote continuous learning
  • Manage and monitor operational data and reports; constantly communicating performance with team and actively working to identify and implement interventions to maintain service standards
  • Implement operational practices and reports in order to identify issues, and take actions to achieve performance goals and targets
  • Utilize metrics to conduct root cause analysis and implement continuous improvement opportunities (reviews of operational processes, policies, and standard operating procedures and work instructions), and introduce key improvement plans for execution
  • Provide leadership, direction, coaching, feedback, and, where appropriate, discipline to and through subordinate team members

  •      8 - 10 years of progressive Contact Center / Customer Service experience, preferably in a shared service center environment 
    • Strong leadership skills; ability to operate as a global leader with understanding and appreciation for regional differences
    • Proven success in establishing, managing and empowering a global virtual team
    • Positive-minded, collaborative interpersonal skills and leadership qualities 
    • Relationship management, coaching and collaboration skills,able to cooperate with leaders at all levels and key stakeholders
    • Experience with Service Center technologies, ticket management, knowledge management, telephony / IVR, document management, etc.
    • Experience with development and reporting of shared services analytics to manage performance and drive data-based decisions for HR and the organization
    • Strong capability in assessing, hiring, developing and coaching talent; developing a high performing, diverse and sustainable talent pipeline
    • Track record to drive business results – identifies and capitalizes on opportunities, identifies risks/issues, assesses implications, formulates recommendations, and drives sound decisions that deliver results
    • Strong understanding of Business Process/ Shared Services Operations
    • Strong knowledge of Human Resource Information Systems and applications (e.g. ERP, HRIS, Applicant Management Systems, etc.)
    We offer:
    • An opportunity to be part of a global market leader
    • A dynamic and inspiring working environment
    • Many opportunities to work on challenging projects and assignments
    • Possibilities for further personal as well as professional development
    • Motivating financial remuneration
    • Many employee benefits

    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-Walterovo namesti 329/1
    JNJ Global Business Servi (7761)
    Job Function
    Customer Service
    Requisition ID