{"id":3663589,"url":"https://alion.io/job/johnson-johnson-contact-center-team-lead","title":"Contact Center Team Lead","company":{"id":14152,"name":"Johnson & Johnson","domain":"jnj.com","url":"https://alion.io/company/jnj","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":92,"open_postings":277,"ghost_share":0,"stale_share":0.527,"repost_share":0.004,"time_to_fill_p50_days":10,"computed_at":"2026-11-15T07:52:55Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-03T04:33:01Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-15T05:59:57Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":11},"description":"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 jnj.com.\nAs guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.\nJob Function:\nCustomer ManagementJob Sub Function:\nCustomer Service OperationsJob Category:\nPeople LeaderAll Job Posting Locations:\nTaguig, National Capital Region (Manila), PhilippinesJob Description:\nDePuy Synthes is recruiting for a(n) Team Lead, Contact Center Operations, located in Manila, Philippines.\nJob Overview\nThe Team Lead, Contact Center Operations is responsible for leading a team of Contact Center Agents that serve as the primary intake point for inquiries and standardized transaction execution across Global Business Services (GBS) functions. Supporting enterprise services such as Human Resources, Finance, Procurement, and other operational teams, the Contact Center provides inquiry intake, case management, routing, and resolution support through ServiceNow and established service management processes. The capability is defined as the primary intake function for inquiries through ServiceNow and standardized transaction execution.\nThis role combines frontline people leadership with operational oversight, helping ensure consistent service delivery, strong service level performance, and a positive employee, stakeholder, and vendor experience. The Team Lead plays a key role in coaching agents, managing workloads, resolving escalations, and driving continuous improvement across the Contact Center operation.\nKey Responsibilities\nLead and coach a team of Contact Center Agents to deliver accurate, timely, and high-quality inquiry management and transaction execution services\nMonitor daily Contact Center operations, including queue performance, workload distribution, service levels, response times, and case resolution activities\nConduct coaching sessions, performance discussions, and regular development conversations to strengthen employee capability and engagement\nSupport escalation management by assisting with complex inquiries, service issues, and cross-functional case coordination\nEnsure compliance with established service management processes, operational procedures, controls, and governance requirements\nPartner with Advisors and Contact Center leadership to improve service quality, operational consistency, and case management effectiveness\nSupport workforce-management activities including staffing alignment, schedule adherence, workload balancing, and resource planning\nOversee onboarding, training, and knowledge transfer activities to ensure team readiness and operational effectiveness\nMonitor service performance metrics and implement corrective actions to improve productivity, quality, and user experience\nPromote continuous improvement initiatives focused on process simplification, knowledge management, self-service adoption, and operational efficiency\nQualifications\nEducation\nBachelor’s degree preferred in Business Administration, Operations Management, Human Resources, Finance, Communications, Information Systems, or a related field\nRelevant leadership, service management, or operational support training preferred\nExperience and Skills\nRequired\n3-5 years of experience in a shared services, contact center, service management, employee support, operations support, or case management environment\nPrior experience leading teams, coordinating operational activities, or serving as a senior resource within a service delivery function\nStrong understanding of inquiry management, case management workflows, escalation processes, and service delivery operations\nExperience managing operational metrics, employee performance, and team productivity\nStrong coaching, communication, and interpersonal skills\nDemonstrated ability to prioritize work and manage competing operational demands in a dynamic environment\nProficiency with workflow-management, case-management, or enterprise support systems\nPreferred\nSupporting Human Resources, Finance, Procurement, or other internal service delivery functions\nServiceNow or comparable enterprise service management platforms\nSupporting workforce management, queue management, or service level management activities\nGlobal shared services, enterprise service, or employee experience organizations\nFamiliarity with knowledge management, self-service, workflow automation, or operational improvement initiatives\nSupporting change management, process improvement, or service transformation programs\nKnowledge of enterprise service management and employee support operating models\nOther\nLanguage: Fluent English proficiency, both written and verbal, is required. Additional language proficiency may be preferred based on the markets supported.\nTravel: Limited travel (0-10%) may be required based on business needs\nCertifications: ITIL, ServiceNow, Lean, Six Sigma, Workforce Management, Leadership, or related certifications preferred\nFor more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.\nJohnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.\nJohnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.\nJohnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.\nRequired Skills:\nPreferred Skills:\nConsulting, Customer Analytics, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP)","description_format":"text","description_chars":7868,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Prescription Drugs","Surgical Instruments & Devices","Orthopedic & Spine Implants"],"lifecycle":[{"event":"open","at":"2026-11-03T04:33:01Z"},{"event":"close","at":"2026-11-04T08:51:01Z"},{"event":"reopen","at":"2026-11-06T22:03:59Z"}],"visa":[],"liveness":{"score":31,"band":"fade","label":"Fading","p_open":1,"p_active":0.559,"p_room":0.55,"age_days":12,"expected_fill_days":10,"reasons":["conf:1","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-11-15T07:52:55Z"},"pay":null,"html_url":"https://alion.io/job/johnson-johnson-contact-center-team-lead","json_url":"https://alion.io/job/johnson-johnson-contact-center-team-lead.json","meta":{"generated_at":"2026-11-15T20:38:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15095,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":14152},"rest":"https://alion.io/mcp/rest/get_company?id=14152"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjohnson-johnson-contact-center-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjohnson-johnson-contact-center-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjohnson-johnson-contact-center-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/johnson-johnson-contact-center-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjohnson-johnson-contact-center-team-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3663589}},{"tool":"search_jobs","arguments":{"company":"jnj.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3663589},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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