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Contact Center Team Lead

hace 3 semanas

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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.

Our vision is to be the best-in-class Health & Wellness organization by leveraging the commercial strategy to deliver competitive advantage and value creation for the consumer, customer, and J&J. And as part of one of the largest and most diverse healthcare companies in the world, our brands leverage the company’s world-class research tools and scientific prowess to provide consumers across the globe with innovative consumer medicines, skin, baby, and essential health solutions.

We are searching the best talent for **Contact Center Team Lead II** to be in **Bogotá, Colombia**

**Purpose**:
The HR Contact Center Team Lead is responsible for managing a team of Multifunction Contact Center Specialist. 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, HR & Shared Services policies, process, and procedures including navigational support, and escalation of issues.

**Major Responsibilities**:

- 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 and mentoring to the Contact Specialists; monitoring the development and training needs of team members. Promote a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers and the broader community in Global Services
- 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

**Qualifications**
Are you passionate about this role?, see the requirements below:

- Professionals in Business Management, Human Resources, Psychology, or related discipline is preferred
- 2- 4 years Contact Center / Customer Service experience, preferably with a concentration in the delivery of HR / Shared Services processes.
- Project management experience (It is a great plus)
- People Leadership experience (required)
- English level proficient (required) and Portuguese level intermediate or advanced (required)

**Key skills**:

- Strong management skills; operates as a global leader with understanding and appreciation for regional differences
- analyze trends, and drive data-based decisions for the organization
- Identifies opportunities, risks/issues; assesses implications, formulates recommendations and continuous improvement
- Good capability in assessing, coaching and developing talent
- Strong written and verbal communication abilities

**Primary Location**
Colombia-Distrito Capital de Bogotá-Bogotá
- **Organization**
Johnson & Johnson de Colombia S.A. (7755)
**Job Function**
General Administration
**Requisition ID**
2206038946W