# Contact Center Team Lead at Johnson & Johnson

Johnson & Johnson is hiring a Contact Center Team Lead in Taguig, Philippines. Level rates it Little AI ●○○○; you can [apply on Johnson & Johnson](https://jobsbylevel.com/go/b005d4c3-c77b-4223-884c-719fe7351014?utm_medium=ai-agent).

AI Level 1, AI centrality 36 out of 100. Taguig, National Capital Region (Manila), Philippines.

## Details

- Company: [Johnson & Johnson](https://jobsbylevel.com/companies/johnson-johnson)
- AI level: AI Level 1 (score 36 out of 100)
- Location: Taguig, National Capital Region (Manila), Philippines
- Posted: November 2, 2026
- Apply: https://jobsbylevel.com/go/b005d4c3-c77b-4223-884c-719fe7351014?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=contact-center-team-lead-at-johnson-johnson-e3f9ff

## Description

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. Job Function: Customer Management Job Sub Function: Customer Service Operations Job Category: People Leader All Job Posting Locations: Taguig, National Capital Region (Manila), Philippines Job Description: DePuy Synthes is recruiting for a(n) Team Lead, Contact Center Operations, located in Manila, Philippines. Job Overview The Team Lead, Contact Center Operations is responsible for leading a team of Contact Center Agents that serve as the primary intake point for inquiries and standardized transaction execution across Global Business Services (GBS) functions. Supporting enterprise services such as Human Resources, Finance, Procurement, and other operational teams, the Contact Center provides inquiry intake, case management, routing, and resolution support through ServiceNow and established service management processes. The capability is defined as the primary intake function for inquiries through ServiceNow and standardized transaction execution. This role combines frontline people leadership with operational oversight, helping ensure consistent service delivery, strong service level performance, and a positive employee, stakeholder, and vendor experience. The Team Lead plays a key role in coaching agents, managing workloads, resolving escalations, and driving continuous improvement across the Contact Center operation. Key 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 activities Conduct coaching sessions, performance discussions, and regular development conversations to strengthen employee capability and engagement Support escalation management by assisting with complex inquiries, service issues, and cross-functional case coordination Ensure compliance with established service management processes, operational procedures, controls, and governance requirements Partner with Advisors and Contact Center leadership to improve service quality, operational consistency, and case management effectiveness Support workforce-management activities including staffing alignment, schedule adherence, workload balancing, and resource planning Oversee onboarding, training, and knowledge transfer activities to ensure team readiness and operational effectiveness Monitor service performance metrics and implement corrective actions to improve productivity, quality, and user experience Promote continuous improvement initiatives focused on process simplification, knowledge management, self-service adoption, and operational efficiency Qualifications Education Bachelor’s degree preferred in Business Administration, Operations Management, Human Resources, Finance, Communications, Information Systems, or a related field Relevant leadership, service management, or operational support training preferred Experience and Skills Required 3–5 years of experience in a shared services, contact center, service management, employee support, operations support, or case management environment Prior

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/contact-center-team-lead-at-johnson-johnson-e3f9ff

Source: https://jobsbylevel.com/jobs/contact-center-team-lead-at-johnson-johnson-e3f9ff

## Cite this page

Level. https://jobsbylevel.com/jobs/contact-center-team-lead-at-johnson-johnson-e3f9ff.

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