AskGS Experience Center Team Leader

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are our expertise in Innovative Medicine and MedTech we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow and profoundly impact health for more at

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Major Duties/Responsibilities

• Oversee the timely and accurate delivery of services through various Contact Center channels (phone email web forms chat etc.).
• Resolve escalated issues requiring higher-level knowledge and authority.
• Monitor daily team performance ensuring appropriate staffing for volume and addressing any unexpected issues including technology problems.
• Help forecast resource requirements for staffing.
• Ensure team meets service level agreements (SLAs) and performance goals by guiding team members to improve efficiency and follow SOPs and guidelines.
• Identify areas for improvement in operations and collaborate with the Manager to implement changes.
• Provide regular feedback coaching and training to team members including Junior Team Leads to help with their development.
• Participate in the hiring and onboarding process for new team members.
• Lead and support training sessions aimed at improving team performance.
• Foster team engagement and promote adherence to company culture values and continuous improvement initiatives.
• Encourage inclusivity and cross-cultural collaboration across the team.
• Build a diverse talent pipeline within the Contact Center and Global Services teams.
• Manage team performance through regular feedback and coaching addressing any issues as needed.
• Conduct random evaluations of team members to ensure adherence to processes standards and quality guidelines providing feedback as needed to support continuous improvement.
• Ensure the accurate and timely processing of attendance records aligning them with payroll to guarantee compensation.

• Lead and deliver cross-functional global projects working with teams from different regions and departments to achieve global objectives
• Maintain a professional and confidential work environment ensuring customer inquiries are handled professionally and with care.
• Participates in scheduled and ad hoc training in order to improve service delivery.
• Mentor Junior Team Leads and assist with their leadership growth.
• Maintain visibility and support for regional budget management ensuring cost-effective staffing and resource allocation in alignment with regional needs and goals.
• Represent region in Cross Functional initiatives that require operational process expertise

Other Duties & Responsibilities

• Drive participation in regional or site engagement activities in respect to engagement and improving employee morale
• Actively seek continuous improvement by signing up for GROW/GIG or completing modules in JJ Learn

Qualifications

• Graduate of a Bachelors Degree
• At least 5 years of relevant experience

Required Skills:

Preferred Skills: