Description

Kenvue is currently recruiting for:

People Support Manager, Contact Center Operations, LATAM

This position reports to Head of People Support and Knowledge, and is based at Bogota, Colombia.

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® Brand Adhesive Bandages that you already know and love. Science is our passion; care is our talent. Our global team is made up of ~ 22, 000 diverse and brilliant people, passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact the 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. For more information, click here .

What you will do

The People Support Manager is responsible for managing a team of regional contact center associates based in Bogota. This team supports employees in the LATAM market by providing inquiry resolution and processing Level-1 HR Transactions for hire-to-retire processes including, but not limited to, workforce data management, compensation administration, benefits administration, payroll, employee relations, onboarding, learning administration, and workspace services. The People Support Manager will ensure timely and accurate support for Kenvue employees regarding these processes including providing policies, process, and procedures including navigational support, and escalation to other operational partners. This resource will oversee inbound channels to include phone, web forms, chat, and orchestrate the prioritization, distribution, and fulfillment of requests. This role is accountable to continuously improve the customer experience while increasing the effectiveness of services through building a culture that puts the customer experience front-and-center.

Key Responsibilities

• Manage Contact Center operational activities to achieve target Key Performance Indicators and Service Level Agreements by executing resource planning to ensure availability of staff and support. KPIs include L1 resolution rate, Customer Satisfaction, and single-contact resolution (successfully fulfilling cases without additional contacts from the customer).
• Manage all inbound channels for Contact Center (Phone, online Portal intake, live-chat) while maintaining proper staffing levels
• Ensure team members receive the necessary training required for achieving targeted performance standards and service level agreements.
• Contribute to Continuous Improvement by analyzing processes gaps, identifying processes to shift to lower tiers, and partner with the Knowledge team to improve self-service such as knowledge articles and chatbot.
• Partnering with the Requisition-to-Pay, Expense Reporting, ITSM, and other cross-functional support teams.
• Resolve complex process and policy inquiries requiring higher level knowledge and authority and/or interaction with 3rd Parties.
• Manage and motivate team members to achieve and exceed service standards by identifying staff performance gaps, allocating time to listen, monitor and provide constructive feedback for performance improvement.
• Define and support scheduled and ad hoc training in order to improve performance and promote continuous learning.
• Maintain transparent communication and feedback channels with all key stakeholders, including the People Support and Knowledge Director, Knowledge Management Leaders, Product Managers, Reporting and Analytics, and Service Delivery and Process Owners across all functions.
• Monitor team member's resource allocation and performance, ensuring proper assignment of cases and workload balancing to deliver targeted Contact Center Service KPIs.
• Manage resource allocation so team may provide support to identify, triage, and test system enhancements and defects with technology partners.
• Manage and monitor operational data and reports daily; constantly communicating performance with team and actively working to identify and implement interventions to maintain service standards.
• Conduct timely operational monitoring, including operational dashboard review, quality audits, and ad hoc reports in order to identify issues and take actions to achieve performance goals and targets.
• Lead team engagement and adherence to a global culture which and promotes Kenvue behaviors such as belonging.
• Develop a strong pipeline of global, diverse talent
• Provide leadership, direction, coaching, and feedback to team members.

What we are looking for

Required Qualifications

• 5 years of Shared Services or Customer Service leadership and people management experience, with the ability to inspire and motivate team members to achieve goals and target

• Must converse fluently in English plus at least one of the following languages: Spanish or Portuguese.

• Proven experience in contact center operations, including performance and operational management.

• Experience managing and leading diverse teams, including remote teams.

• Familiarity with reporting and analytics tools to track and measure contact center performance.

• Excellent communication skills, both verbal and written, with the ability to effectively communicate with stakeholders at all levels of the organization.

• Strong problem-solving and decision-making abilities.

• Ability to adapt to a fast-paced and changing environment.

• Strong organizational and time management skills.

• Knowledge of change management principles and strategies.

• Experience in quality assurance processes and methodologies.

• Demonstrated ability to work collaboratively and build positive relationships with internal and external stakeholders.

• Flexibility to work in a shift-based schedule, including evenings and holidays, as required.

• Relationship management, coaching and collaboration skills, with leaders and stakeholder at all levels across other regions

What's in it for you

• Competitive Total Rewards Package*

• Paid Company Holidays, Paid Vacation, Volunteer Time & More!

• Learning & Development Opportunities

• Employee Resource Groups

• This list could vary based on location/region

*Note: Total Rewards at Kenvue include salary, bonus (if applicable) and benefits. Your Talent Access Partner will be able to share more about our total rewards offerings and the specific salary range for the relevant location(s) during the recruitment & hiring process.

Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or any other legally protected characteristic, and will not be discriminated against on the basis of disability.