Senior Contact Center Operations Advisor

Biopharma Asia; Taguig, Manila; On-site; PHP 600,000 - 1,100,000; Full time

Job summary

Johnson & Johnson is seeking an Advisor, Contact Center Operations in Manila to lead senior-level intake, case management, and inquiry resolution across enterprise support functions. The role emphasizes service quality, knowledge sharing, and continuous improvement within a global GBS context.

The ideal candidate brings 2–4 years in shared services or contact centers, strong communication, and experience with ServiceNow and service management processes to drive efficient resolutions and

Qualifications

• 2–4 years of experience in shared services, contact center operations, or related environments.
• Experience handling complex inquiries, escalations, or issue resolution.
• Strong understanding of service management processes and case workflows.
• Excellent written and verbal communication; able to manage multiple priorities.

Responsibilities

• Serve as SME for contact center processes, service offerings, and case routing across GBS functions.
• Assist intake, triage, routing, and resolution of complex inquiries and service issues.
• Provide real-time guidance to agents and team leads to ensure process discipline.
• Review complex cases, identify root causes, and recommend corrective actions.
• Maintain expertise in ServiceNow workflows, knowledge content, and service catalogs.
• Support onboarding, coaching, and knowledge transfer to strengthen capability.

Skills

Communication

Problem solving

Interpersonal skills

Multitasking

Attention to detail

Enterprise systems

Global teams

Education

Bachelor's degree

Tools

ServiceNow

ITIL

Workflow tools

Job description

Johnson & Johnson is seeking an Advisor, Contact Center Operations in Manila to lead senior-level intake, case management, and inquiry resolution across enterprise support functions. The role emphasizes service quality, knowledge sharing, and continuous improvement within a global GBS context.

The ideal candidate brings 2–4 years in shared services or contact centers, strong communication, and experience with ServiceNow and service management processes to drive efficient resolutions and