Director, Workforce Excellence: Contact Center Leader

Johnson & Johnson MedTech; Charlotte (NC); On-site; USD 140,000 - 180,000; Full time

Job summary

Johnson & Johnson is seeking a Director, Workforce Excellence to lead centralized capabilities for the Patient Service Center, shaping enterprise service models and overseeing WFM, forecasting, and analytics across 1,200+ staff and contractors.

The role requires partnering with PSC leadership, driving performance, governance, and continuous improvement while aligning with enterprise priorities and patient/provider experiences.

Qualifications

• Bachelor’s degree in healthcare, operations, business, analytics, or related field.
• 10+ years of healthcare/enterprise operations experience.
• 3+ years of people leadership and building high performing teams.
• Strong knowledge of WFM, forecasting, analytics, and data governance.

Responsibilities

• Lead centralized Workforce Excellence capabilities and PSC contact center operations.
• Develop WFM models and forecasting to optimize capacity.
• Oversee call monitoring, quality programs, and analytics.
• Drive continuous improvement and strategic workforce planning.

Education

Bachelor’s degree in healthcare, operations, business, analytics, or a related field

Tools

WFM tools

Job description

Johnson & Johnson is seeking a Director, Workforce Excellence to lead centralized capabilities for the Patient Service Center, shaping enterprise service models and overseeing WFM, forecasting, and analytics across 1,200+ staff and contractors.

The role requires partnering with PSC leadership, driving performance, governance, and continuous improvement while aligning with enterprise priorities and patient/provider experiences.