Manager, Contact Center
Johnson & Johnson
Johnson & Johnson seeks a Manager for Contact Center operations in Manila to lead Global Business Services intake and case management. The role oversees team performance, service delivery metrics, workforce planning, and continuous improvement across HR, Finance, Procurement, and other support functions.
Responsibilities
- Lead day-to-day Contact Center operations including intake, triage, routing, and resolution across GBS functions
- Manage Team Leads, Advisors, and Agents while fostering accountability, service excellence, and continuous improvement
- Establish workforce planning, capacity management, and scheduling to meet service demand and level commitments
- Monitor and govern service performance metrics including response times, quality, backlog, and customer experience
- Drive operational improvements through standardization, workflow simplification, knowledge management, and automation
Requirements
- Bachelor's degree in Business Administration, Operations Management, HR, Finance, Communications, or related field
- 8+ years leading shared services, service management, contact center, or employee support operations
- Demonstrated experience managing teams in service delivery or case management environments
- Strong knowledge of service management practices, case management workflows, and operational governance
- Proficiency managing service metrics, workforce planning, staffing models, and operational reporting
- Ability to work across multiple business functions, stakeholders, and regions
- Fluent English proficiency, written and verbal
Vacancy posted 10 days ago
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