AskGS Experience Center Team Leader

Johnson & Johnson

Jan 14

Applications are closed

Job
Full-time
Senior Level
Customer Relations
People, HR & Administration
Manila

Requirements

6+ years progressive Contact Center / Customer Service experience, preferably with a concentration in the delivery of HR and/or Shared Service 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 other functional work and in alignment with Global Services HR / Shared Service 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 Shared Services analytics to manage performance, analyze trends, and drive data-based decisions for 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 Shared Service functional work and in alignment with GS 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 / Shared Service activities.
Deliver exceptional service through tools and processes; experience suggesting areas for improvement on to support continuous improvement efforts.

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 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 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 / Shared Services 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.
Perform special projects and related duties as assigned.
Work in collaboration with other team members in Contact center 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 policy and process acumen.

FAQs

What is the role of the AskGS Experience Center Team Leader?

The AskGS Experience Center Team Leader is responsible for managing a multi-functional service delivery team that provides timely and accurate support to Johnson & Johnson employees regarding various inquiries related to employee programs and services.

What qualifications are required for this position?

The position requires 6+ years of progressive Contact Center/Customer Service experience, preferably with a focus on HR and/or Shared Service processes, as well as strong management skills and experience with service center technologies.

What are the main responsibilities of the Contact Center Team Lead?

The main responsibilities include ensuring the timely delivery of inquiries, resolving escalated issues, monitoring operational performance, providing coaching and feedback to team members, and driving team engagement.

Is prior experience with customer service software necessary?

Yes, experience with customer service software applications, such as case management, is essential for effectively managing and monitoring customer inquiries.

How does the position incorporate the company's culture and values?

The Contact Center Team Lead is expected to foster a culture of inclusiveness and multi-cultural engagement, promoting a Credo-based and high-performance culture within the team and across Global Services.

What is expected in terms of team development and training?

The Team Lead is responsible for mentoring team members, identifying training needs, conducting scheduled and ad hoc training sessions, and driving continuous learning initiatives.

How does the Team Lead handle escalated inquiries?

The Team Lead resolves escalated inquiries that require higher-level knowledge and authority, ensuring that issues are addressed promptly and effectively.

What is the importance of performance metrics in this role?

The Team Lead is accountable for achieving service level agreements and business performance goals, which involves monitoring team performance, identifying areas for improvement, and analyzing trends to drive data-based decisions.

Are there opportunities for special projects in this role?

Yes, the position includes responsibilities for performing special projects and related duties as assigned.

What is the expected team dynamic under the Team Lead's guidance?

The Team Lead is expected to build a cohesive and focused team, establishing clear direction, motivating team members, and fostering an environment of collaboration and high performance.

Johnson & Johnson

Hospitals and Health Care

Science & Healthcare

Industry

10,001+

Employees

Mission & Purpose

Profound Change Requires Boldness. Johnson & Johnson is the largest and most diversified healthcare products company in the world. We’re producing life-changing breakthroughs every day, and have been for the last 130 years. The combination of new technologies and your expertise enables amazing things to happen. Those working in medical devices are 3-D printing artificial joints personalized for each patient, while researchers in pharmaceuticals use AI to discover lifesaving drugs. Imagine what the rest of our team of 134,000 people at 260 companies in more than 60 countries across the world is accomplishing. We redefine what it means to be a big company in today’s world.