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 .

As guided by Our Credo Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson we respect the diversity and dignity of our employees and recognize their merit.

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The AskGS Experience Center Team Leader is responsible for managing a team of Multifunction AskGS Experience Center Associates. 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 company policies process and procedures including navigational support and escalation of issues. The AskGS Experience Center Team Leader will provide leadership to the AskGS Experience Center Associates that manage the inbound channels to include phone email web forms chat etc. The role also will be guiding and mentoring high potential talents and Service Operations Advisors in terms of managing Day to Day Operations. The Team Leader is accountable to continuously improve the customer experience while increasing the effectiveness of services through a team of Associates with a strong customer service orientation culture.

People Management

• Provide regular feedback coaching and training to team members supporting their development and career growth.

• Participate in the hiring and onboarding process for new team members building a diverse talent pipeline within the Experience Center and Global Services teams.

• Foster team engagement and promote adherence to company culture and values encouraging inclusivity and cross-cultural collaboration.

• Mentor aspiring leaders and assist with their leadership growth.

• Partner with Service Operations Advisors to identify training opportunities that enhance employee growth and development.

• Monitor team performance and address any issues as needed empowering teams to achieve high performance and accountability.

• Maintain a professional and confidential work environment ensuring exceptional customer service and problem resolution.

• Build high-performing teams that embody organizational values through talent assessment and development.

Operations Management

• Oversee the timely and accurate delivery of services through various Experience Center channels (phone email web forms chat etc.).

• Resolve escalated issues requiring higher-level knowledge and authority while ensuring the team meets service level agreements (SLAs) and performance goals.

• Monitor daily team performance ensuring appropriate staffing and addressing unexpected issues including technology problems.

• Help forecast resource requirements for staffing and manage regional budget considerations for cost-effective resource allocation.

• Identify areas for improvement in operations and collaborate with management to implement changes.

• Streamline operations and enhance service delivery by leveraging Service Center technologies and driving continuous improvement initiatives.

• Leverage data/analytics to drive performance identify trends and inform strategic decisions.

• Represent the region in cross-functional initiatives leveraging operational expertise and exceptional communication skills.

• Drive exceptional customer service and promote best practices.

• MUST Possess required language skills: English Spanish Portuguese.

Other Duties & Responsibilities

• Describe important duties and responsibilities not mentioned above that are less significant and may not critical to accomplishing the core functions of the job

• 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

• Constantly develops Digital Knowledge and Business Acumen by taking up available courses and materials

Required Knowledge Skills and Abilities (Uncompromised requirements for the role):

(Include any required computer skills certifications licenses languages etc.)

• At least 4 years progressive Contact Center / Customer Service experience either in captive or BPO Global Shared Services

• 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 Shared Services functional work and in alignment with mandated standards.

• Uncompromising commitment to client and customer satisfaction

• Experience with customer service software applications (e.g. case management)

• Effective partnership and relationship building skills with key stakeholders

• Good capability in assessing developing and hiring talent

• Ability to establish a culture focused on continuous improvement

• Identifies opportunities risks/issues; assesses implications formulates recommendations

• Coaching and collaboration skills with an employee and customer-focused mindset

• Experienced in development and reporting of Shared Services analytics to manage performance analyze trends and drive data-based decisions for the organization

• Understanding of Contact Center management and Operations

• Results oriented and ability to motivate team to high levels of performance

• Positive-minded collaborative interpersonal skills and leadership qualities necessary to build a cohesive and focused team

• Ability to provide clear direction quickly and on-demand

• Ability to work effectively in a fast-paced environment handle multiple projects and daily planned and unplanned operational activities

• Strong written and verbal communication abilities; formal presentation and facilitation skills

• Can be trusted to maintain confidential information

• Experience partnering internally and externally to address people-related challenges

• Understand short-term and long-term implications of decisions and actions

• Basic understanding of business financial and organizational factors in relation to Shared Services activities

• Deliver exceptional service through tools and processes; experience suggesting areas for improvement on to support continuous improvement efforts

• MUST Possess required language skills: English Spanish Portuguese.

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