Service Experience Center Americas Lead

hace 6 meses

Bogota, Colombia Kenvue A tiempo completo

Description

**What You Will Do**

The Service Experience Center Americas Lead is responsible for leading and supervising a team of Contact Center Associates to deliver exceptional customer service and drive operational excellence. Primary focus will be ensuring the team's performance meets or exceeds established goals and standards, while providing guidance, coaching, and support to team members.
- Key Responsibilities
***
- Manage Contact Center Associates to achieve targets and exceptional service.
- Set performance goals and expectations for the team, monitoring performance metrics and providing regular feedback to team members to drive continuous improvement.
- Foster a positive and motivating work environment, promoting teamwork, collaboration, and a customer-centric mindset among team members.
- Lead by example in delivering exceptional customer service, handling escalated inquiries, and ensuring timely and effective resolution.
- Track and analyze key performance indicators (KPIs), such as average handle time, first call resolution, customer satisfaction scores, and service level agreements, and take proactive measures to meet or exceed targets.
- Conduct performance evaluations and provide ongoing coaching, training, and development opportunities to enhance the skills and knowledge of team members.
- Identify performance gaps and implement corrective actions or performance improvement plans as necessary.
- Collaborate with cross-functional teams, including workforce management and training, to optimize operational efficiency and ensure appropriate staffing levels to meet customer demand.
- Communicate effectively with internal stakeholders, such as supervisors, managers, and other departments, to ensure seamless coordination and alignment of goals and objectives.
- Provide guidance and support to team members during periods of change, addressing concerns and ensuring a smooth adoption of new processes or technologies.
- Optimize staffing levels, scheduling, and resource allocation to meet service level objectives and customer demand.
- Utilize reporting and analytics tools to analyze contact center performance, identify trends, and make data-driven decisions to optimize operational efficiency.
- Conduct regular quality assessments and audits, identifying trends, areas for improvement, and training needs.

**Qualifications**:
**What We Are Looking For**

Required Qualifications
- 5+ years of Shared Services or Customer Service leadership and people management experience, with the ability to inspire and motivate team members to achieve goals and targets.
- Must be English, Spanish and Portuguese speaker.
- Proven experience in contact center operations, including performance and operational management.
- Experience managing and leading diverse teams, including remote teams.
- Familiarity with reporting and analytics tools to track and measure contact center performance.
- Excellent communication skills, both verbal and written, with the ability to effectively communicate with stakeholders at all levels of the organization.
- Exceptional problem-solving and decision-making abilities.
- Ability to adapt to a fast-paced and changing environment.
- Strong organizational and time management skills.
- Knowledge of change management principles and strategies.
- Experience in quality assurance processes and methodologies.
- Demonstrated ability to work collaboratively and build positive relationships with internal and external stakeholders.
- Flexibility to work in a shift-based schedule, including evenings and holidays, as required.
- Desired Qualifications
- Experience in a shared services organization (e.g. HR, Finance, Procurement, or Contact Center)
- Understanding of shared service and contact center operations
- Experience with service center technologies and processes
- Strong knowledge of workforce management principles and practices.

Primary Location Latin America-Colombia-Distrito Capital de Bogotá-Bogotá

Job Function Finance

Organization: Johnson & Johnson de Colombia S.A.

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