NAM Payroll Contact Center Analyst

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

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Job Description

Johnson & Johnson Family of Companies is recruiting for a NAM Payroll Contact Center Analyst, within the Johnson & Johnson Global Services organization. This position will be based in OneJnJ - Bogota, Colombia.

Caring for the world, one person at a time inspires and unites the people of Johnson & Johnson. We embrace research and science – bringing innovative ideas, products and services to advance the health and well-being of people. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.

We have more than 275 companies operating in more than 60 countries, with more than 138,1000 employees. Our worldwide headquarters is in New Brunswick, New Jersey, USA. 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 Johnson & Johnson.” There are more than 4,000 employees in Human Resources, Finance and Procurement who work for Johnson & Johnson Global Services in key service centers located in Manila, Suzhou, Prague, Bogota and Tampa, as well as in local country-based hubs. Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.

The Payroll Contact Center Support Analyst serves a vital function within the payroll support structure, acting as an essential resource for both employees and managers seeking assistance. This role involves responding to critical issues that arise from the Payroll Contact Center Specialists, who handle a variety of payroll-related queries.

The daily responsibilities of the Payroll Contact Center Support Analyst are diverse and integral to the efficient operation of the payroll support system. Amon these responsibilities are:

• First point of contact for escalated requests from current and former Johnson & Johnson employees, as well as occasionally addressing inquiries from non-employees, such as contractors.
• Actively identifying trends and working with various teams to ensure that the Contact Center is equipped with the necessary information to effectively address the needs of employees and managers seeking assistance.
• Auditing calls, chats, and web case interactions to assess whether agents are adhering to established protocols and providing high-quality service.
• Providing constructive feedback to agents to contribute to their development.
• Working alongside the Contact Center Operations Analyst and Supervisor as needed to ensure the Center has a strong support. This flexibility contributes to the overall resilience and responsiveness of the contact center.
• Utilizing the case management tools to accurately capture, track, and follow up on information related to inquiries and adhere to established standards for case resolution.
• Assisting the team where possible for the good of the team and department.
• Address escalations and case management inquiries.
• Maintain and deliver proficient SLA’s
• Participation in user acceptance testing
• Updating and maintaining knowledge articles to ensure that job aids and desktop procedures are current and effective.
• Creating and/or organizing training sessions as needed.
• Partner with the Payroll Manager and cross-functional colleagues to escalate or redirect complex issues in alignment with established procedures.
• Adhering to company, department, and team standards of integrity and protocol. This commitment to ethical practices and operational standards ensures that the Payroll Contact Center operates smoothly and effectively, ultimately supporting the organization’s mission to provide reliable payroll services to its employees.

Qualifications:

• Bachelor’s degree required.
• Fluent in English
• Minimum 3 years of experience in payroll customer service.
• Strong verbal and written communication skills, with the ability to deliver excellent customer service.
• Proven ability to manage confidential information, work under pressure, multitask, and meet deadlines.
• Comfortable working in a fast-paced, agile environment with shifting priorities.
• High attention to detail, strong follow through, and resourcefulness.
• Able to work both independently and collaboratively within a team.
• Preferred: experience in a large multi-state company as a payroll analyst.
• Preferred: familiarity with payroll systems such as ServiceNow, SAP, Workday, Kronos, and ADP GlobalView for U.S., Puerto Rico, and Canada
• Preferred: experience in a global shared service center environment.
• Strong analytical and problem-solving skills
• Competence with Microsoft Office Suite
• Strong interpersonal skills for working with cross functional teams.
• Ability to handle ambiguous situations with a pragmatic, solution focused approach.
• Demonstrated commitment to teamwork, customer service, integrity, and confidentiality.

This position will be in OneJnJ - Bogota, Colombia and may require up to 5% travel.

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