Hot Contact Center Team Lead with Dutch

Required languages

CzechAdvancedDutchProficient

Seniority

Mid level

Location

Prague

Type of job

Full-time

  • Flexible working time
  • Courses and training
  • Caffeteria
  • Contributions to sport, culture or past time activities
  • Sick days
  • Home office

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".


Contact Center Team Lead with Dutch

Location: Prague

Full-time, unlimited contract


Who are we looking for?

Who’s working with the latest in technology in order to that’s change the trajectory of human health? Johnson & Johnson! Join us and you can touch over one billion lives, every day!

You will be leading the team responsible for BENE and CZ/SK region. As a team, you are responsible for delivering support to J&J employees and the Shared Services community regarding all inquiries related to employee programs and services, HR & Shared Services policies, processes, and procedures including navigational support, and customer concern of issues.

You are supposed to continuously improve the customer experience while growing the efficiency of services through a team of Specialists with a proven customer service orientation culture.


Your responsibilities & Your Impact:
  • Ensure timely and accurate delivery of Contact Center Inquiry and Contact Center inbound channels to include phone, email, web forms, chat, etc.
  • Resolve brought up inquiries requiring higher-level knowledge and authority.
  • Assess real-time operational performance and ensure the team is staffed appropriately for anticipated call and work volume as well as partner concern of unusual events including malfunctions in enabling technology.
  • Participate in resource forecasting requirements.
  • Responsible for achievement of the service level agreements and business performance goals by encouraging and improving the accuracy and efficiency of the team 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.
  • Provide daily and monthly performance feedback and coaching&leadership development to Contact Specialists; monitor the development and training needs of team members.
  • Responsible for the selection, interview and hiring process for team members.
  • Drive team engagement and adherence to a global cultural ientity for Global Services, HR and establish a set of values to promote achievement and continuous improvement in conjunction with the overall Global Services organization. Enable a Credo-based & High-Performance Culture within the team.
  • 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.

We would love to hear from YOU, if you have:
  • Dynamic experience in Contact Center or Customer Service, preferably with a concentration in the delivery of HR / Shared Services processes.
  • Strong leadership skills; operates as a global leader with understanding and appreciation for regional differences
  • Experience in effective partnership and relationship building skills with key partners and uncompromising commitment to client and customer satisfaction
  • Good capability in assessing, developing and hiring talent
  • Ability to see opportunities, risks/issues; assesses implications, formulates recommendations
  • Results-oriented and ability to empower the team to high levels of performance
  • Experience in development and reporting analytics to manage performance, analyze trends, and drive data-based decisions for the organization
  • Positive-mind, phenomenal communication skills and leadership qualities, necessary to build a cohesive, and focused team
  • Ability to work optimally 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
  • Experience with customer service software applications (e.g., case management)
  • Fluency in English and Dutch is a must

This is what awaits YOU at J&J:
  • A challenging and interesting job in one of the biggest global healthcare companies
  • An opportunity to make an impact with your actions
  • Possibilities for own further development and growth
  • Many opportunities to participate in different projects and drive our growth further
  • Motivating remuneration and annual bonus
And there is more…:
  • 5 weeks of vacation
  • Home office
  • Flexible working hours
  • Meal vouchers
  • Sodexo Cafeteria
  • Life and accident insurance
  • Pension contribution
  • 8 weeks fully paid parental leave
  • Contribution for language study
  • Contribution for Prague public transportation
  • Contribution for illness leave
  • MultiSport Card
  • Referral Award
  • Refreshment in the workplace
  • Sick days
  • Company gym and free fitness lessons

The benefits are regulated by an internal policy which contains the full details regarding the entitlement and conditions for the benefits.


How to apply:

If you are interested in this role and you fulfill the requirements set above, do not hesitate to send us your structured professional CV and short cover letter in English through the "Apply for the position" button below. You will be redirected to our career page and guided through the application. Should you face any technical issues, please contact us on career(at)its.jnj.com.



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