Global Service Advisor

Job description

Job Description

Requisition ID: 1905717768W

Johnson & Johnson Global Services, the global shared services organization supporting the businesses of Johnson & Johnson, performs select functional work in a consistent manner across regions and sectors using simplified, standardized end-to-end processes and state-of-the-art technology. The vision of Johnson & Johnson Global Services is “to be trusted business partners who deliver increasing value by creating and sustaining globally standard world-class services that enable the power of our company.”

There are more than 2,000 employees in Human Resources, Finance and Procurement who work for Johnson & Johnson Global Services in key service centers located in Manila, Suzhou, Prague, Bogotá and Tampa, as well as in local country-based hubs.

The Global Service Advisor will work to close training and quality gaps regarding HR, Procurement, IT and Payroll processes. This person works to meet all expected training and quality deliverables and business performance goals.

This person supports J&J employees and the GS community regarding all inquiries related to HR or Procurement Services, employee programs and services, process, and procedures including navigational support working with the Contact Center on resolving escalations and driving process alignment and improvement.

Main Responsibilities:

• Attends and participate in calibration sessions on HR, Procurement and Finance process.

• Reads all new processes and procedures provided by the client and/or operations and cascade information to Contact Center Specialist I and II via e-mail or classroom training.

• Conducts or Co-facilitates Quality huddle to share quality improvement trends with Contact Center Specialists

• Conducts refresher trainings and upskill trainings to address knowledge and process gaps

• Collaborate with Tier 1.5 or Tier 2 to close process gaps and implement changes as needed

• Handle case escalations for special circumstances (cases where its not part of the processes that Contact Center Specialist I and II usually handles with the goal of closing gaps and documenting handling of these cases going forward

• Conducts NewHire and New Process Training to Contact Center Team

• Collaborate with S&O training on implementation of S&O related training initiatives (eg Change Leadership, Contact Center University, Leadership Trainings)

• Conducts transaction monitoring of Bottom Quartile of Contact Center Team and recommends appropriate action to Contact Center Leaders

• Assist new hire orientation as job buddy

• Knowledge of principles and methods of curriculum and training design, training methodologies, and training effectiveness evaluation.

• Skilled / working knowledge of selecting and using appropriate training / instructional methods to maximize learning effectiveness.

Desired profile

Qualifications

Requiered Knowledge:

• Advanced level of English and Portuguese.

• 24 Months experience as a Contact Specialist.
• Function as a multi channel / business unit Subject Matter Expert.
• Demonstrates customer orientation and excellent customer service skills.
• Strong organization skills, attention to detail and follow through to resolve any outstanding issues.
• Strong written and verbal communication skills; manages internal communications and external/client communications with detailed support and assistance
• Demonstrated understanding how work and local activities integrate with other HR functional work and in alignment with HR standards.
• Discretion, professionalism, confidentiality and judgment
• Excellent telephone manner with clear, concise and professional communication skills
• Ability to accurately collect information in order to understand and assess the clients' needs and situation
• Will be trusted to secure and maintain confidential information
• Ability to prioritize workload and provide timely follow-up and resolution
• Computer literate with knowledge of common office productivity software and the ability to learn customer service software applications ( e.g., MS Office, email, fax, Internet Explorer)
• Ability to work effectively in a fast-paced, self-directed team-based environment
• Enthusiastic team player with a strong drive to create a positive work environment
• Ability to perform administrative activities
• Experience partnering internally and externally to address people-related challenges
• Uses a collaborative and employee and customer-focused mindset
• Understand short-term and long-term implications of decisions and actions
• Basic understanding of business, financial and organizational factors in relation to HR activities
• Experience with tools to report data, track and analyze trends and CRM ( SalesForce preferred )
• Deliver exceptional service through tools and processes; experience suggesting areas for improvement on to support continuous improvement efforts
MUST Possess required bi-lingual language skills equivilant to their English and portuguse skills ( for Bi-lingual hires)

Primary Location
Colombia-Distrito Capital de Bogotá-Bogotá-
Organization
Johnson & Johnson de Colombia S.A. (7755)
Job Function
Human Resources
Requisition ID
1905717768W