NAM Payroll Contact Center Support Analyst
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Job Location:
Monthly Salary:
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Job Summary
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.
Job Function:
FinanceJob Sub Function:
PayrollJob Category:
ProfessionalAll Job Posting Locations:
Bogotá Distrito Capital ColombiaJob Description:
Johnson & Johnson Family of Companies is recruiting for a NAM Payroll Contact Center Analyst within the Johnson & Johnson Global Services organization. This position will be based in OneJnJ - Bogota Colombia.
Caring for the world one person at a time inspires and unites the people of Johnson & Johnson. We embrace research and science bringing innovative ideas products and services to advance the health and well-being of people. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day throughout the world.
We have more than 275 companies operating in more than 60 countries with more thanemployees. Our worldwide headquarters is in New Brunswick New Jersey USA. Johnson & Johnson Global Services the global shared services organization supporting the businesses of Johnson & Johnson performs select functional work in a consistent manner across regions and sectors using simplified standardized end-to-end processes and state-of-the-art technology. The vision of Johnson & Johnson Global Services is to be trusted business partners who deliver increasing value by creating and sustaining globally standard world-class services that enable the power of Johnson & Johnson. There are more than 4000 employees in Human Resources Finance and Procurement who work for Johnson & Johnson Global Services in key service centers located in Manila Suzhou Prague Bogota and Tampa as well as in local country-based hubs. Thriving on a diverse company culture celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.
The Payroll Contact Center Support Analyst serves a vital function within the payroll support structure acting as an essential resource for both employees and managers seeking assistance. This role involves responding to critical issues that arise from the Payroll Contact Center Specialists who handle a variety of payroll-related queries.
The daily responsibilities of the Payroll Contact Center Support Analyst are diverse and integral to the efficient operation of the payroll support system. Amon these responsibilities are:
First point of contact for escalated requests from current and former Johnson & Johnson employees as well as occasionally addressing inquiries from non-employees such as contractors.
Actively identifying trends and working with various teams to ensure that the Contact Center is equipped with the necessary information to effectively address the needs of employees and managers seeking assistance.
Auditing calls chats and web case interactions to assess whether agents are adhering to established protocols and providing high-quality service.
Providing constructive feedback to agents to contribute to their development.
Working alongside the Contact Center Operations Analyst and Supervisor as needed to ensure the Center has a strong support. This flexibility contributes to the overall resilience and responsiveness of the contact center.
Utilizing the case management tools to accurately capture track and follow up on information related to inquiries and adhere to established standards for case resolution.
Assisting the team where possible for the good of the team and department.
Address escalations and case management inquiries.
Maintain and deliver proficient SLAs
Participation in user acceptance testing
Updating and maintaining knowledge articles to ensure that job aids and desktop procedures are current and effective.
Creating and/or organizing training sessions as needed.
Partner with the Payroll Manager and cross-functional colleagues to escalate or redirect complex issues in alignment with established procedures.
Adhering to company department and team standards of integrity and protocol. This commitment to ethical practices and operational standards ensures that the Payroll Contact Center operates smoothly and effectively ultimately supporting the organizations mission to provide reliable payroll services to its employees.
Qualifications:
Bachelors degree required.
Fluent in English
Minimum 3 years of experience in payroll customer service.
Strong verbal and written communication skills with the ability to deliver excellent customer service.
Proven ability to manage confidential information work under pressure multitask and meet deadlines.
Comfortable working in a fast-paced agile environment with shifting priorities.
High attention to detail strong follow through and resourcefulness.
Able to work both independently and collaboratively within a team.
Preferred: experience in a large multi-state company as a payroll analyst.
Preferred: familiarity with payroll systems such as ServiceNow SAP Workday Kronos and ADP GlobalView for U.S. Puerto Rico and Canada
Preferred: experience in a global shared service center environment.
Strong analytical and problem-solving skills
Competence with Microsoft Office Suite
Strong interpersonal skills for working with cross functional teams.
Ability to handle ambiguous situations with a pragmatic solution focused approach.
Demonstrated commitment to teamwork customer service integrity and confidentiality.
This position will be in OneJnJ - Bogota Colombia and may require up to 5% travel.
Required Skills:
Preferred Skills:
Business Behavior Communication Data Capturing Data Reporting Detail-Oriented Execution Focus Financial Analysis Financial Recordkeeping Financial Risk Management (FRM) Internal Controls Issue Escalation Numerically Savvy Payroll Processing Payroll Reporting Payroll Software Payroll Taxes Process Optimization Process Oriented Professional EthicsRequired Experience:
IC
Key Skills
About Company
About Johnson & Johnson A t Johnson & Johnson, we believe good health is the foundation of vibrant lives, thriving communities and forward progress. That’s why for more than 130 years, we have aimed to keep people well at every age and every stage of life. Today, as the world’s larges ... View more
