Global Contact Center Manager – Service Excellence

Biopharma Asia; Taguig; On-site; PHP 5,671,000 - 8,192,000; Full time

Job summary

Johnson & Johnson, DePuy Synthes Manila, is seeking a Manager, Contact Center to lead the Global Business Services (GBS) Contact Center in Manila, Philippines. You will drive service delivery, workforce planning, escalation governance, and continuous improvement across HR, Finance, Procurement, and other functions.

You will build high-performing teams, ensure scalable, efficient, and employee-centric service experiences, and partner with regional teams to optimize productivity and customer

Qualifications

• 8+ years in shared services or contact center leadership
• Experience leading teams in service delivery, case management, or employee support environments
• Strong understanding of service management practices, case management workflows, escalation management, and governance
• Experience managing service performance metrics, workforce planning, staffing models, and operational reporting
• Proven ability to work across multiple business functions, stakeholder groups, and regions

Responsibilities

• Lead day-to-day Contact Center operations, ensuring timely intake, triage, routing, and resolution across GBS functions
• Manage Team Leads, Advisors, and Contact Center Agents while fostering accountability, service excellence, and continuous improvement
• Establish workforce planning, capacity management, and scheduling processes to support service demand and SLAs
• Govern service performance metrics, including service levels, response times, quality, backlog, and customer experience outcomes
• Partner with HR, Finance, Procurement, Technology, Service Management, and operations to route and resolve inquiries effectively
• Oversee escalation management for high-priority, cross-functional cases
• Drive improvements in standardization, knowledge management, and automation opportunities
• Monitor performance trends and implement corrective actions to improve productivity and user experience
• Lead onboarding, training, and readiness for new services and processes
• Build a high performing organization through coaching, talent development, and engagement

Skills

Customer Centricity

CRM

Customer Satisfaction

Team Management

Leadership

Performance Measurement

Process Optimization

Stakeholder Management

Problem Solving

Cross-functional Collaboration

Communication

Education

Bachelor's degree in Business Administration/Operations Management

MBA or equivalent

Tools

ServiceNow

ITIL

Lean

Six Sigma

Workforce Management

Job description

Johnson & Johnson, DePuy Synthes Manila, is seeking a Manager, Contact Center to lead the Global Business Services (GBS) Contact Center in Manila, Philippines. You will drive service delivery, workforce planning, escalation governance, and continuous improvement across HR, Finance, Procurement, and other functions.

You will build high-performing teams, ensure scalable, efficient, and employee-centric service experiences, and partner with regional teams to optimize productivity and customer