About the Role
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.
Johnson & Johnson Global Services is the global shared services organization supporting the businesses of Johnson & Johnson, performing select functional work in a consistent manner across regions and sectors using simplified, standardized end-to-end processes and state-of-the-art technology. 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.
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.
Responsibilities
•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 strong support. This flexibility contributes to the overall resilience and responsiveness of the contact center.
•Utilizing 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.
•Addressing escalations and case management inquiries.
•Maintaining and delivering proficient SLAs.
•Participating 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.
•Partnering 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.
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.
