Job Overview
DePuy Synthes is recruiting for a Team Lead, Contact Center Operations, located in Manila, Philippines.
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 experience leading teams, coordinating operational activities, or serving as a senior resource within a service delivery function
•Strong understanding of inquiry management, case management workflows, escalation processes, and service delivery operations
•Experience managing operational metrics, employee performance, and team productivity
•Strong coaching, communication, and interpersonal skills
•Demonstrated ability to prioritize work and manage competing operational demands in a dynamic environment
•Proficiency with workflow-management, case-management, or enterprise support systems
Experience and Skills — Preferred
•Supporting Human Resources, Finance, Procurement, or other internal service delivery functions
•ServiceNow or comparable enterprise service management platforms
•Supporting workforce management, queue management, or service level management activities
•Global shared services, enterprise service, or employee experience organizations
•Familiarity with knowledge management, self-service, workflow automation, or operational improvement initiatives
•Supporting change management, process improvement, or service transformation programs
•Knowledge of enterprise service management and employee support operating models
Other
•Language: Fluent English proficiency, both written and verbal, is required. Additional language proficiency may be preferred based on the markets supported.
•Travel: Limited travel (0–10%) may be required based on business needs
•Certifications: ITIL, ServiceNow, Lean, Six Sigma, Workforce Management, Leadership, or related certifications preferred
Preferred Skills
Consulting, Customer Analytics, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP)
Note
Johnson & Johnson announced plans to separate its Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process is anticipated to be completed within 18 to 24 months, subject to legal requirements, regulatory approvals, and other customary conditions. Should the candidate accept this position, following conclusion of the transaction they would be an employee of DePuy Synthes, governed by DePuy Synthes employment processes, programs, policies, and benefit plans.
