Hybrid Contact Center Team Lead — Coaching & Operations

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

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.