Contact Center Strategy Director, Global ServicesJohnson & Johnson Services, Inc. - Tampa, FL
Contact Center Strategy Director, Global Services','4350171113','!*!Johnson & Johnson is currently recruiting for a Contact Center Strategy Director within the Johnson & Johnson Global Services (GS) organization.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 operating companies in more than 60 countries, with more than 128,700 employees. Our worldwide headquarters is located 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 2,000 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 employerAs a Contact Center Strategy Director for Global Services, you will:• Develop and execute a cross functional contact center strategy for J&J GS; this includes a focus on metrics, continuous improvement, quality and optimization of technology.• Identify opportunities to improve Contact Center service delivery operations. Work with Contact Center leaders and GS Strategy and Operations to implement projects.• Partner with Management Systems and IT to optimize the contact center technology capabilities.• Collaborate with the GS Strategy and Operations team to continually improve the employee experience.• Understand and shape leading and emerging practices for contact center operations, based on industry trends and external market intelligence to proactively drive value and high performance for the J&J.• Operate as member of the J&J GS Contact Center leadership team, representing the overall contact center point of view.• Partner closely with the Global Services delivery teams to ensure that the contact center is meeting customer needs. Provide input and obtain feedback from Global Services delivery teams on contact center needs and services.• Understand the Key Performance Indicators and operational metrics that are critical to managing service delivery.• Collaborate with Contact Center leadership and GS Strategy and Operations to implement approach to deliver on customer service standards outlined by J&J GS leadership and customers.• Foster a global culture across centers and help to establish a set of values to promote achievement and continuous improvement in conjunction with the overall Global Services organization.• Use data and analytics to embrace Credo based decisioning, ensuring competitive posture of programs and policies in J&J GS.• Embrace and lead a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers and the broader community in Global Services in alignment with J&J’s Leadership imperatives.
','!*!• A minimum of a Bachelor’s Degree is required, a higher degree or minor in Business Administration, Economics, Finance, Human Resources, Engineering, IT or Supply Chain is preferred.• Six Sigma and/or Project Management Certification is preferred.• A minimum of 10 years contact center or shared service experience is required; HR, Finance, Procurement Shared Service or Contact Center experience is preferred.• Leadership experience with contact center operations, quality, customer satisfaction and quality programs is required.• People management experience is required• Experience creating benchmarking, service management and KPI standards to measure progress is required.• Must have a track record of driving business results – identifying and capitalizing on opportunities, identifying risks/issues, assessing implications, formulating recommendations, and driving sound decisions that deliver results.• Ability to influence in an indirect, matrix-based and virtual environment, champion new ideas, concepts and technologies and obtain buy-in from executive leadership is required.• Strong capability in assessing, developing and hiring talent, and establishing a culture oriented towards a superior customer experience is required.• Must have strong presentation skills; ability speak across various forums and communicate to broad and diverse audience including JnJ Global Leadership• Must be able to travel approximately 30% of the time to domestic and international destinations.
','North America-United States-Florida-Tampa','','Johnson & Johnson Services Inc. (6090)','No','No','','Operations (Generalist)','Contact Center Strategy Director, Global Services
4 days 13 hours ago
applyContact Center Strategy Director, Global Services Johnson & Johnson Services, Inc. - Tampa, FL, United States
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. Johnson & Johnson was founded more than 120 years ago. Since then, we’ve brought the world new ideas and products that have transformed human health and well-being.
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