Contact Center Manager
Johnson & Johnson
Manila, Philippines
6d ago

Johnson & Johnson is looking for a Contact Center Manager to be based in Paranaque, Philippines.

The Manager, Global & Regional Contact Center is responsible for execution of the customer contact management strategy for Global Services Multi-function customer service delivery.

This person is responsible for managing Global and Regional contact centers in Manila and ensuring timely and accurate support is provided to J&J employees regarding all inquiries related to employee programs and services, Multi-function(HR, Procurement , Finance) policies, process, and procedures including navigational support, and escalation of issues.

This person will oversee Manila Contact Center Inquiry and MANILA Contact Center inbound channels to include phone, fax, email, web forms, chat, etc.

The Global & Regional Contact Center leader is accountable to continuously improve the customer experience while increasing the effectiveness of services through building a customer service orientation culture.

Major duties and responsibilities :

  • Manage Global Services Contact Center (Global and / or Regional) operational activities to achieve target Key Performance Indicators and Service Level Agreements by executing resource planning to ensure availability of staff and support.
  • Manage all inbound channels for Global Services Service Center’s (Phone, web forms, email, fax, chat, etc.) maintaining proper staffing levels and team member training required for achieving targeted performance standards and service level agreements.
  • Identify opportunities to improve the customer experience by analyzing customer trends for opportunities to increase the usability and accuracy of information available to customers and increasing the volume of services that can be resolved for customers using self-service or during their first contact.
  • Effectively integrates new support requirements into the Global Services, Global & Regional Contact Center as they are introduced by special projects and initiatives.
  • Resolve complex process and policy inquiries requiring higher level knowledge and authority and / or interaction with 3rd Parties.
  • Manage and motivate team members to achieve and exceed service standards by identifying staff performance gaps, allocating time to listen, monitor and provide constructive feedback for performance improvement.
  • Define and support scheduled and ad hoc training in order to improve performance and promote continuous learning.
  • Maintain transparent communication channel with the Global Request Management leaders by summarizing and reporting on operational updates and issues to the Director, Global & Regional Service Center for support, staff planning and development.
  • Work closely with internal and external Contact Center colleagues within the delivery team and collaboration with Corporate Services and Local Business Unit.
  • Monitor team member’s resource allocation and performance, ensuring proper assignment of cases and workload balancing to deliver targeted Contact Center Service Levels including the handling of unusual events including malfunctions with enabling technology
  • Understand and deliver on the Key Performance Indicators and operational metrics that are critical to managing service delivery in order to achieve Contact Center Service Level Agreements and meet customer service standards.
  • Manage and monitor operational data and reports daily; constantly communicating performance with team and actively working to identify and implement interventions to maintain service standards.
  • Implement operational practices and reports, including quality audits, standard and ad hoc 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 to enhance provision of Contact Center services by reviewing and revising operational processes, policies, and standard operating procedures and work instructions and introduce key improvement plans for execution.
  • Lead team engagement and adherence to a global culture identity for GS and establish a set of values to promote achievement and continuous improvement in conjunction with the overall Global Shared Services organization.
  • Leads a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers and the broader community in GS in alignment with the Company's Leadership Imperatives.
  • Develop a strong pipeline of global, diverse talent within the Contact Center team and across the Request Management team.
  • Enable a Credo-based & High-Performance Culture within team.

  • Provide leadership, direction, coaching, feedback, and, where appropriate, discipline to and through subordinate team members.
  • Qualifications

  • 8 - 10 years progressive Contact Center / Customer Service experience, 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
  • Understanding of HR Functional domains (Benefits, Compensation, HRIS, Workforce Data Administration, HR Generalist, Employee Relations) / Procurement, billing, purchase orders, payment status
  • Proven success in establishing, managing and empowering a global virtual team
  • 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, knowledge management, telephony / IVR, document management, etc.
  • Leverages critical business and process analytics and reporting within a shared services function to manage and monitor performance and business results
  • Experienced in development and reporting of shared services analytics to manage performance and drive data-based decisions for HR and the organization
  • Has knowledge of accounting business, financial, and organizational factors in development shared services solutions
  • Experience executing on integrated shared services solutions
  • 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
  • High results orientation and ability to motivate team to high levels of performance
  • Strong knowledge of Human Resource Information Systems and applications (e.g. ERP, HRIS, Applicant Management Systems, etc.)
  • Uncompromising commitment to client and customer satisfaction
  • 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
  • Excellent written and verbal communication abilities; formal presentation and facilitation skills
  • Can be trusted to maintain confidential information
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