• 2-minute read •
Job Description:
The Senior Director, Site and Contact Center Strategy will be responsible for defining and executing a coordinated strategy for the cross-functional level one Contact Center teams globally. The Global Services Contact Center will be responsible for level one contact center services to HR, Finance, IT and Procurement. GS Contact Centers will exist in all five hub locations (Manila, Prague, Tampa, Bogota, and Suzhou).
The Senior Director is accountable for ensuring that Contact Center services are focused on continuously improving the customer experience while increasing the effectiveness of services and promoting a customer service orientation culture. This role will partner with the GS Strategy and Operations team to ensure that the Contact Centers are using metrics to manage productivity, conducting continuous improvement projects and optimizing the usage of the enabling technologies.
The position will report into the Overall Site and Contact Center VP and 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.
Work collaboratively with J&J GS Site and Contact Center leadership and the GS Strategy and Operations organization to ensure that Contact Centers run as effectively and efficiently as possible.
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.
Develop relationships with other Contact Center leaders across J&J. Work cross-functionally to understand leading practices and opportunities for collaboration.
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 Site and 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.
Collaborate closely with the Site and Contact Center Leader and senior J&J GS leaders to address contact center challenges across the GS.
Fosters collaboration of teams across Global Services organization and the contact center organization, encourages team work and sharing of best practice.
Understand the Key Performance Indicators and operational metrics that are critical to managing service delivery.
Collaborate with Site and 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.
Work with Site and Contact Center Leads to define required reports, including quality audits, standard and ad hoc reports in order to identify issues and take actions to achieve performance goals and targets.
Analyze metrics to conduct root cause analysis and implement continuous improvement opportunities to enhance and optimize J&J GS contact center services.
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.
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.
Develop a strong pipeline of global, diverse leaders within Global Services Strategy and Operations and across Global Services. Enable a Credo-based & High-Performance Culture within team.
Provide leadership, direction, coaching, feedback, and, where appropriate, discipline to and through subordinate team members.
Qualifications
BA/BS is required, preferably in Business Administration, Economics, Finance, Human Resources, Engineering, IT, Supply Chain. An MBA is preferred.
A minimum of 15 years of progressive contact center or shared services management is required
A minimum of 5 years of people management experience required
International exposure in Shared Services or Contact Center environment in a senior position strongly preferred.
Exceptional influence leadership skills, in an indirect, matrix-based, and virtual environment
Strong leadership skills required; Ability to understands the cultures and needs across the Contact Center sites
Passionate about building a “Best in Class” shared services organization globally that drives business success and is a great place to work
Thorough understanding of shared services
Strong capability in assessing, developing and hiring talent
Ability to establish a culture focused on continuous improvement while building employee-centric repeatable and sustainable processes which deliver high quality customer experiences
Track record to drive business results – identifies and capitalizes on opportunities, identifies risks/issues, assesses implications, formulates recommendations, and drives sound decisions that deliver results
Solid understanding of contact center technologies
Awareness of emerging trends in contact center technology and best practices
Relationship management, coaching and collaboration skills.
Analytical and strategic thinker
50% International Travel required
Strong presentation skills; can speak across various forums and communicate to broad, diverse audience
Pass it on for Referral Bonus. Not the right role for you, but know someone we should meet? Share with him to earn $1,000 referral bonus.
Job Description:
The Senior Director, Site and Contact Center Strategy will be responsible for defining and executing a coordinated strategy for the cross-functional level one Contact Center teams globally. The Global Services Contact Center will be responsible for level one contact center services to HR, Finance, IT and Procurement. GS Contact Centers will exist in all five hub locations (Manila, Prague, Tampa, Bogota, and Suzhou).
The position will report into the Overall Site and Contact Center VP and 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.
Work collaboratively with J&J GS Site and Contact Center leadership and the GS Strategy and Operations organization to ensure that Contact Centers run as effectively and efficiently as possible.
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.
Develop relationships with other Contact Center leaders across J&J. Work cross-functionally to understand leading practices and opportunities for collaboration.
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 Site and 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.
Collaborate closely with the Site and Contact Center Leader and senior J&J GS leaders to address contact center challenges across the GS.
Fosters collaboration of teams across Global Services organization and the contact center organization, encourages team work and sharing of best practice.
Understand the Key Performance Indicators and operational metrics that are critical to managing service delivery.
Collaborate with Site and 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.
Work with Site and Contact Center Leads to define required reports, including quality audits, standard and ad hoc reports in order to identify issues and take actions to achieve performance goals and targets.
Analyze metrics to conduct root cause analysis and implement continuous improvement opportunities to enhance and optimize J&J GS contact center services.
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.
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.
Develop a strong pipeline of global, diverse leaders within Global Services Strategy and Operations and across Global Services. Enable a Credo-based & High-Performance Culture within team.
Provide leadership, direction, coaching, feedback, and, where appropriate, discipline to and through subordinate team members.
Qualifications
BA/BS is required, preferably in Business Administration, Economics, Finance, Human Resources, Engineering, IT, Supply Chain. An MBA is preferred.
A minimum of 15 years of progressive contact center or shared services management is required
A minimum of 5 years of people management experience required
International exposure in Shared Services or Contact Center environment in a senior position strongly preferred.
Exceptional influence leadership skills, in an indirect, matrix-based, and virtual environment
Strong leadership skills required; Ability to understands the cultures and needs across the Contact Center sites
Passionate about building a “Best in Class” shared services organization globally that drives business success and is a great place to work
Thorough understanding of shared services
Strong capability in assessing, developing and hiring talent
Ability to establish a culture focused on continuous improvement while building employee-centric repeatable and sustainable processes which deliver high quality customer experiences
Track record to drive business results – identifies and capitalizes on opportunities, identifies risks/issues, assesses implications, formulates recommendations, and drives sound decisions that deliver results
Solid understanding of contact center technologies
Awareness of emerging trends in contact center technology and best practices
Relationship management, coaching and collaboration skills.
Analytical and strategic thinker
50% International Travel required
Strong presentation skills; can speak across various forums and communicate to broad, diverse audience
Pass it on for Referral Bonus. Not the right role for you, but know someone we should meet? Share with him to earn $1,000 referral bonus.
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