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 **Job Function:** Customer Management **Job Sub** **Function:** Customer Service Operations **Job Category:** People Leader **All Job Posting Locations:** Paranaque, National Capital Region (Manila), Philippines **Job Description:** The AskGS Experience Center Team Lead is responsible for managing a team of Multifunction Contact Center Global Services Associates (minimum of 7). 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, HR & Shared Services policies, process, and procedures including navigational support, and escalation of issues. The AskGS Experience Center Sr. Team Lead will provide leadership to the AskGS Experience Center Global Services Associates I and II that manage the inbound channels to include phone, email, web forms, chat, etc. The role also will be responsible in guiding and mentoring Junior Team Leads in terms of managing Day to Day Operations. The Sr Team Leader is accountable to continuously improve the customer experience while increasing the effectiveness of services through a team of Contact Center Global Services Associates I and II with a strong customer service orientation culture. **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 Bachelor's Degree + At least 5 years of relevant experience **Required Skills:** **Preferred Skills:**