Dart Customer Service Senior Supervisor
hace 2 semanas
Diversity, Equity & 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"Reimagine the possibilities" at Johnson and Johnson
Global Services employee with a focus on Customer Service. We live this motto every day by creating game-changing business solutions for the world's largest and most broadly-based healthcare company.
We are searching for the best talent for DART CUSTOMER SERVICE SENIOR SUPERVISOR to be in BOGOTA, COLOMBIA.
As a member of our Global Customer Service team, you will have best-in-class access to a network of professionals located in over 60 countries.
This new network will help you build on your current skills and explore opportunities to grow your career in J&J.
At J&J Global Customer Service, we value ideas for innovation and improvement and are committed to diversity and inclusion. Together we will reimagine business processes to become more effective, more efficient, and improve customer experience. We are proud to be an equal opportunity employer.
This role will be part of the Global Services Customer Service team under DART Structure -providing best-in-class, cost-effective Customer Service interactions, and compliance—in a J&J way—to our Operating Companies around the world.
You will be responsible for ensuring customer satisfaction through effective management of workflow channels.
Responsibilities include
staff supervision , ensuring compliance to business and SOX requirements, daily workflow coordination and staff adherence, and
cross functional relationship management .
Ensure monthly Key Performance Indicators metrics are met/exceeded per established service levels and ensure staff compliance by providing training and coaching support.
Additionally, they are responsible for creating and communicating business strategies, driving Cost Savings initiatives, and drive partnership alignment and harmonization to improve customer experience, productivity/cost management, and reduce quality and compliance risks.
The main responsibilities are:
Daily Operations:
- Provides leadership to team members and in support of achieving the goals and objectives of service level agreements in accordance with defined processes (SOP's), policies, quality controls, service quality guidelines and legal compliance activities. Maintains strong collaboration with internal CS business partners,
- Supervise/Manage Customer Services processes, working closely with other areas to achieve business results. Support the achievement of company objectives through integration of plans, employee development, and utilization of resources and department processes. Ensures that daily service level commitments are adherence to, and escalations are mitigated.
- Adheres to budgeting plan and implements costs controls to ensure budget parameters are met.
- Ensure adherence to all policies and procedures, service level agreements and the compliance of transactions processed for accurate reporting in accordance S&OPs, SOX, SOD controls as well as Corporate Audit guidelines.
- Utilize reports and data to monitor performance in relation to workload, schedule adherence, attendance, handle times and other performance related metrics to ensure achievement of individual and department goals.
- Communicating business strategies and initiatives to drive partnership to improve client's experience, improve efficiency, and reduce risks in compliance and/ or quality.
- Demonstrate expertise in functional areas and business of company.
- Responds to and resolves complex and brought up customer issues.
- Ensures the capabilities of team are understood and in alignment with business needs, etc. and set appropriate expectations of capabilities and deliverables.
- Find opportunities and implement solutions that drive team and/or regional performance.
- Manage execution of the business continuity plan for daily business operations. Identify gaps in the process and deliver appropriate solutions while updating documentation accordingly.
- Ability to create and assess relevant reports and data.
- Review, address and respond appropriately and timely, for self and direct reports, to systems access, training, and other relevant requests.
- Develops and implements metrics and uses these as a significant input into driving efficiency and productivity, shares standard processes and benchmarks to enhance efficiency.
- Completes required compliance/assigned training by required due date.
People Leadership:
Owns people and performance management process for Cust
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