Contact Center Team Lead

Biopharma Asia; Taguig; On-site; PHP 720,000 - 1,080,000; Full time

Job summary

Johnson & Johnson’s DePuy Synthes in Manila, Philippines seeks a Team Lead, Contact Center Operations to guide a team delivering inquiry management and transaction execution across GBS functions. The role blends frontline leadership with operational oversight to ensure strong service levels and a positive stakeholder experience.

The ideal candidate has 3–5 years in shared services or contact center operations, with coaching and strong communication skills.

Qualifications

• Bachelor’s degree preferred in Business Administration, Operations Management, Human Resources, Finance, Communications, Information Systems, or related field.
• Leadership, service management, or operational support training is preferred.

Responsibilities

• Lead and coach a team of Contact Center Agents to deliver accurate, timely, and high-quality inquiry management and transaction execution services.
• Monitor daily Contact Center operations, including queue performance, workload distribution, service levels, response times, and case resolution.
• Conduct coaching sessions, performance discussions, and development conversations to strengthen employee capability and engagement.
• Support escalation management with complex inquiries, service issues, and cross-functional case coordination.
• Ensure compliance with service management processes, controls, and governance requirements.
• Partner with Advisors and leadership to improve service quality and operational consistency.
• Support workforce-management activities including staffing alignment and schedule adherence.
• Oversee onboarding, training, and knowledge transfer to ensure team readiness.

Skills

Team leadership

Contact center ops

Coaching

Workflow management

ServiceNow

Communication

Education

Bachelor's degree preferred

Tools

ServiceNow

Job description

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 .

As 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.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Taguig, National Capital Region (Manila), Philippines

Job Description:

DePuy Synthes is recruiting for a(n) Team Lead, Contact Center Operations, located in Manila, Philippines.

Job Overview

The 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.

This 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.

Key Responsibilities

Lead and coach a team of Contact Center Agents to deliver accurate, timely, and high-quality inquiry management and transaction execution services

Monitor daily Contact Center operations, including queue performance, workload distribution, service levels, response times, and case resolution activities

Conduct coaching sessions, performance discussions, and regular development conversations to strengthen employee capability and engagement

Support escalation management by assisting with complex inquiries, service issues, and cross-functional case coordination

Ensure compliance with established service management processes, operational procedures, controls, and governance requirements

Partner with Advisors and Contact Center leadership to improve service quality, operational consistency, and case management effectiveness

Support workforce-management activities including staffing alignment, schedule adherence, workload balancing, and resource planning

Oversee onboarding, training, and knowledge transfer activities to ensure team readiness and operational effectiveness

Monitor service performance metrics and implement corrective actions to improve productivity, quality, and user experience

Promote continuous improvement initiatives focused on process simplification, knowledge management, self-service adoption, and operational efficiency

Qualifications

Education

Bachelor’s degree preferred in Business Administration, Operations Management, Human Resources, Finance, Communications, Information Systems, or a related field

Relevant leadership, service management, or operational support training preferred

Experience and Skills

Required

3–5 years of experience in a shared services, contact center, service management, employee support, operations support, or case management environment

Prior experience leading teams, coordinating operational activities, or serving as a senior resource within a service delivery function

Strong understanding of inquiry management, case management workflows, escalation processes, and service delivery operations

Experience managing operational metrics, employee performance, and team productivity

Strong coaching, communication, and interpersonal skills

Demonstrated ability to prioritize work and manage competing operational demands in a dynamic environment

Proficiency with workflow-management, case-management, or enterprise support systems

Preferred

Supporting Human Resources, Finance, Procurement, or other internal service delivery functions

ServiceNow or comparable enterprise service management platforms

Supporting workforce management, queue management, or service level management activities

Global shared services, enterprise service, or employee experience organizations

Familiarity with knowledge management, self-service, workflow automation, or operational improvement initiatives

Supporting change management, process improvement, or service transformation programs

Knowledge of enterprise service management and employee support operating models

Other

Language: Fluent English proficiency, both written and verbal, is required. Additional language proficiency may be preferred based on the markets supported.

Travel: Limited travel (0–10%) may be required based on business needs

Certifications: ITIL, ServiceNow, Lean, Six Sigma, Workforce Management, Leadership, or related certifications preferred

For 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.

Johnson & 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.

Johnson & 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.

Johnson & 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.

#LI-Hybrid

#DePuySynthesCareers

Preferred Skills:

Consulting, 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)