Employee Experience Center Team Lead

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Johnson & Johnson A tiempo completo

At Johnson & Johnson, the largest healthcare company in the world, we come together for one purpose: to transform the history of health in humanity.


Diversity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130 years.

Regardless of your race, belief, sexual orientation, religion, or any other trait, YOU are welcome in all open positions at the largest healthcare company in the world.

When You Join Johnson & Johnson, Your Move Could Mean Our Next Breakthrough.


At Johnson & Johnson Medical Devices Companies, we are using our breadth, scale, and experience to reimagine the way healthcare is delivered and to help people live longer, healthier lives.


In a radically changing environment, we are making connections across science and technology to combine our own expertise in surgery, orthopedics, and interventional solutions with the big ideas of others to design and deliver doctor and patient-centric products and solutions.

We are in this for life.

We are changing the trajectory of human health, YOU CAN TOO.

At Janssen, we're creating a future where disease is a thing of the past.

We're the Pharmaceutical Companies of Johnson & Johnson, working tirelessly to make that future a reality for patients everywhere by fighting sickness with science, improving access with ingenuity, and healing hopelessness with heart.

We focus on areas of medicine where we can make the biggest difference:
Cardiovascular & Metabolism, Immunology, Infectious Diseases & Vaccines, Neuroscience, Oncology, and Pulmonary Hypertension.

We are Janssen.

Our mission drives us.

Our patients inspire us.

We collaborate with the world for the health of everyone in it.

We are searching the best talent for EMPLOYEE EXPERIENCE CENTER TEAM LEAD to be in BOGOTÁ, COLOMBIA

Purpose:

The Employee Experience Center Team Lead is responsible for managing a team of Multifunction Contact Center Global Services Associates I and II.

This role is responsible for delivering timely and accurate support to J&J employees and Shared Services community regarding all inquiries related to employee programs and services, Human Resources, Payroll and Procurement policies, process, and procedures including navigational support, and escalation of issues.


You will be responsible for:

Operation management

  • Resolve escalated inquiries requiring higher level knowledge and authority.
  • Monitor realtime 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.
  • 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, Contact Center Guide, etc.
  • 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.

Team management

  • Responsible for the selection, interview and hiring process for team members.
  • Provide daily and monthly performance feedback and coaching, also monitor the development and training needs of team members.
  • Mentor and provide leadership development to 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. Foster a culture of inclusiveness and multicultural engagement through coaching and feedback to peers and the broader community.
  • Build a pipeline of diverse talent within the Contact Center team and across the Global Services team. Enable a Credobased & High-Performance Culture within team.

Special projects and continuous improvement

  • Perform special projects and related duties as assigned.
  • Identify areas for improvement on daily operational processes and provide support to implement these initiatives and projects

Qualifications:

Qualifications and requirements:

Advanced English Level is requierd

Intermediate level of Portuguese is required

  • 6+ years progressive Contact Center / Customer Service experience, preferably with a concentration in the delivery of HR / Shared Services 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 HR & Shared Services functional work and in alignment with mandated standards.
  • Uncompromising commitment to client and custome

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