Contact Center Advisor

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:

Job Sub Function:

Job Category:

All Job Posting Locations:

Job Description:

DePuy Synthes is recruiting for a(n) Advisor, Contact Center Operations, located in Manila, Philippines.

Job Overview

The Advisor, Contact Center Operations serves as a senior operational specialist within the Global Business Services (GBS) Contact Center and supports the delivery of consistent, high-quality intake, case management, and inquiry-resolution services across enterprise support functions. The Contact Center acts as the primary intake point for inquiries and standardized transaction execution, supporting services such as Human Resources, Finance, Procurement, and other GBS functions through ServiceNow and established service management processes. The capability is defined as the primary intake point for inquiries through ServiceNow and standardized transaction execution.

This role provides expertise in inquiry management, case triage, escalation handling, and service process execution while serving as a key resource for Contact Center Agents and Team Leads. The Advisor helps drive service quality, knowledge sharing, operational consistency, and continuous improvement across the Contact Center operation.

Key Responsibilities

• Serve as a subject matter expert for Contact Center processes, service offerings, inquiry management, and case routing activities across GBS functions

• Support the intake, triage, prioritization, routing, and resolution of complex or escalated inquiries, requests, and service related issues

• Provide real-time guidance and operational support to Contact Center Agents and Team Leads to ensure consistent execution of service management processes

• Review complex cases, identify root causes, and recommend appropriate actions to improve service quality and resolution effectiveness

• Maintain expertise across ServiceNow workflows, knowledge management content, service catalogs, and standardized transaction processes

• Support onboarding, training, coaching, and knowledge transfer activities to strengthen Contact Center capability and service consistency

• Partner with HR, Finance, Procurement, Technology, and other operational teams to facilitate issue resolution and support continuous service improvement

• Contribute to process enhancement initiatives, operational readiness activities, testing efforts, and service quality improvement programs

• Monitor recurring inquiry trends and provide recommendations to improve self-service, knowledge content, routing accuracy, and operational efficiency

• Promote compliance with established procedures, controls, service standards, and governance requirements

Qualifications

Education

• Bachelor’s degree preferred in Business Administration, Operations, Human Resources, Finance, Communications, Information Systems, or a related field

• Relevant customer service, service management, or shared services training preferred

Experience and Skills

Required

• 2–4 years of experience in shared services, contact center operations, employee support services, service management, case management, or a related operational environment

• Demonstrated experience handling complex inquiries, escalations, or issue resolution activities

• Strong understanding of service management processes, inquiry handling, and case resolution workflows

• Excellent communication, problem solving, and interpersonal skills

• Ability to manage multiple priorities while operating effectively in a fast paced service environment

• Strong attention to detail and commitment to operational accuracy and service quality

• Experience using enterprise systems, workflow tools, or case management platforms

• Operating within global or regional service delivery organizations

Preferred

• Experience working within Human Resources, Finance, Procurement, Service Management, or Shared Services organizations

• Supporting ServiceNow or similar service management platforms

• Serving as a subject matter expert, trainer, senior analyst, or escalation resource

• Supporting knowledge management, service catalog, or process documentation activities

• Familiarity with service level management, workflow automation, or continuous improvement initiatives

• Knowledge of employee service or enterprise service 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, as business needs require

• Work arrangement: Ability to collaborate across regions and time zones and support scheduled global activities as required

• Certifications: ITIL, ServiceNow, Lean, Six Sigma, Customer Experience, or related certifications preferred

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

#DePuySynthesCareers

Required Skills:

Preferred Skills:

About Us

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 https://www.jnj.com/.

Our Credo calls on us to respect the dignity of every individual and create an environment for all people to thrive. Throughout the recruitment process - from application through hiring - we are committed to providing reasonable accommodations/adjustments for qualified candidates with disabilities. If you need support at any stage of the recruitment process, please complete our candidate accommodation request form so we can assist you.

Privacy

Do Not Sell or Share My Personal Information

Limit the Use of My Personal Information