About Johnson & Johnson At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through 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 humanity. Learn more at https://www.jnj.com/. Position Summary: The Contact Center Team Lead is responsible for managing a Multi-function service delivery Customer Contact Specialist team. This role is responsible for delivering timely and accurate support to J&J employees regarding all inquiries related to employee programs and services, multi-function (HR, Procurement, Finance) policies, process, and procedures including navigational support, and escalation of issues. The Contact Center Team Lead will supervise the Contact Center Specialists that manage the inbound channels to include phone, fax, email, web forms, chat, etc. Contact Center Team Lead is accountable to continuously improve the customer experience while increasing the effectiveness of services through a team of Contact Center Specialists with a strong customer service orientation culture. Major Duties and Responsibilities: + Ensure timely and accurate delivery of Contact Center Inquiry and Contact Center inbound channels to include phone, email, web forms, chat, etc. + 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 to Contact Specialists; monitor the development and training needs of team members. + Mentor and provide leadership development to team members + Responsible for the selection, interview and hiring process for team members. + Lead and contribute to scheduled and ad hoc training in order to improve performance and promote continuous learning. + Drive team engagement and adherence to a global culture identity for Global Services and establish a set of values to promote achievement and continuous improvement in conjunction with the overall Global Services organization. + Foster a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers and the broader community in Global Services, HR / Shared Services in alignment with the Company's Leadership Imperatives. + Build a pipeline of diverse talent within the Contact Center team and across the Global Services team. Enable a Credo-based & High-Performance Culture within team. + Provide management, direction, coaching, feedback, and, where appropriate, discipline to subordinate team members. + 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. + Participates in scheduled and ad hoc training in order to improve service delivery. Other Duties and Responsibilities: + Perform special projects and related duties as assigned. + Work in collaboration with other team members in Contact center 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. + Participates in scheduled and ad hoc training in order to improve policy and process acumen. **Qualifications** Qualifications: + 6+ years progressive Contact Center / Customer Service experience, preferably with a concentration in the delivery of HR and/or Shared Service processes. + 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 other functional work and in alignment with Global Services HR / Shared Service 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 + Demonstrated understanding how work and local activities integrate with other Shared Servicefunctional work and in alignment with GS standards. + 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 HR / Shared Service activities + Deliver exceptional service through tools and processes; experience suggesting areas for improvement on to support continuous improvement efforts