Service Experience Center Success Lead-2407022278W Description
Kenvue is currently recruiting for:
Service Experience Center Success Lead
The Service Experience Center Success Lead will drive quality initiatives within the Experience Center to provide exceptional service to our Kenvuer.
This position reports into Global Contact Center Lead and is based at Paranaque, Philippines.
Who We Are
At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® that you already know and love. Science is our passion; care is our talent. Our global team is made by 22,000 diverse and brilliant people, passionate about insights, innovation and committed to deliver the best products to our customers. With expertise and empathy, being a Kenvuer means to have the power to impact life of millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you! Join us in shaping our future–and yours.
What You Will Do
The Service Experience Center Success Lead is responsible for leading quality initiatives within the Experience Center to provide exceptional service to our Kenvuer. This position will also tie all quality efforts by developing the training strategy and will also oversee process alignments and ownership.
Key Responsibilities
·Define and implement quality initiatives, establishing metrics, monitoring performance, and driving a culture of continuous improvement.
·Develop and implement quality assurance processes and procedures to ensure consistent delivery of high-quality customer service.
·Monitor and evaluate customer interactions, providing feedback and coaching to team members to enhance performance and adherence to quality standards.
·Conduct regular quality assessments and audits, identifying trends, areas for improvement, and training needs.
·Identify training needs and gaps through performance evaluations, quality assessments, and feedback from stakeholders.
·Develop and implement a comprehensive training strategy for the contact center team, aligning training initiatives with business goals and objectives.
·Design and deliver training programs that address skill development, product knowledge, customer service techniques, and process improvements.
·Collaborate with subject matter experts and stakeholders to create training materials, resources, and job aids that support effective learning and performance.
·Collaborate with stakeholders across different regions to standardize processes, improve efficiency, and optimize customer experience.
·Take ownership of process improvement initiatives, leveraging data and analytics to identify areas for enhancement and implement sustainable solutions.
·Analyze customer feedback and identify trends or areas for improvement, implementing corrective actions and sharing insights with the wider organization.
Qualifications
What We Are Looking For
Required Qualifications
·3+ years of Shared Services or Customer Service leadership and people management experience.
·Extensive experience in contact center support, with a focus on process alignment, training strategy, and quality initiatives.
·Proven track record of successfully leading global process alignment and improvement initiatives in a contact center environment.
·Knowledge of quality management principles and methodologies, with experience in driving quality initiatives and best practices.
·Excellent analytical skills, with the ability to analyze data, identify trends, and make data-driven decisions.
·Strong project management skills, with the ability to prioritize tasks, meet deadlines, and manage multiple projects simultaneously.
·Exceptional communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
·Experience in developing and delivering training programs, including instructional design and evaluation.
·Strong leadership and people management skills, with the ability to motivate and inspire teams to achieve excellence.
·Flexibility to work in a shift-based schedule, including evenings and holidays, as required.
Desired Qualifications
·Experience in a shared services organization (e.g. HR, Finance, Procurement, or Contact Center)
·Understanding of shared service and contact center operations
·Experience with service center technologies and processes
What’s In It For You
·Competitive Benefit Package
·Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More!
·Learning & Development Opportunities
·Employee Resource Groups
·This list could vary based on location/region