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在 Kenvue，我們意識到日常護理的非凡力量。我們以一個多世紀的傳統為基礎，植根於科學，是標誌性品牌的品牌 - 包括您已經熟悉和喜愛的 NEUTRGENA®、AVEENO、TYLENOL®®、LISTERINE®、JOHNSON'S® 和 BAND-AID®。科學是我們的熱情所在;關心就是我們的才能。
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我們的全球團隊由 ~ 22,000 名才華橫溢的員工組成，他們的職場文化中，每個聲音都很重要，每一個貢獻都受到讚賞。 我們熱衷於洞察， 創新並致力於為我們的客戶提供最好的產品。憑藉專業知識和同理心，成為 Kenvuer 意味著每天有能力影響數百萬人。我們以人為本，熱切關懷，以科學贏得信任，以勇氣解決——有絕佳的機會等著您！加入我們，塑造我們和您的未來。有關更多資訊，請按兩下 here.
Role reports to：
Global R2P End-to-End Support Manager位置：
Asia Pacific, Philippines, National Capital, Paranaque工作地點：
混合你會做什麼
We are seeking a detail-oriented and customer-focused professional to join our team as a Requisition-to-Pay End-to-end Support Lead. This role combines financial processing responsibilities with customer service support, ensuring timely responses to cases, and assisting business requesters and suppliers with inquiries. The ideal candidate will have strong organizational skills, a high level of accuracy, and excellent communication abilities.
Actively participate in process improvement initiatives by identifying areas for optimization, suggesting improvements, and implementing best practices to enhance the overall employee experience.
Adhere to quality standards and guidelines to ensure the delivery of accurate and high-quality customer service. Participate in quality monitoring programs and take corrective actions to address areas of improvement.
Collaborate with cross-functional teams to escalate and resolve complex inquiries or issues that require specialized expertise. Act as an elevated support resource for administrative tasks, process alignment, and point of contact for different functions within the organization, such as HR, Payroll etc.
Conduct thorough training sessions for new team members and provide ongoing coaching and support to enhance their skills and knowledge. Develop and maintain training materials and ensure consistent and effective training delivery across the team.
Monitor and evaluate the quality of support provided by the team, identifying areas for improvement and implementing appropriate measures.
Contribute to the development and maintenance of knowledge base articles, process documentation, and standard operating procedures.
Monitor real-time contact center performance, including service level adherence, queue management, and agent availability, to make necessary adjustments and ensure optimal customer experience.
Generate and analyze workforce management reports to identify trends, forecast staffing needs, and recommend appropriate scheduling adjustments to optimize resource utilization.
Ability to perform a wide range of administrative activities, including workforce management, report generation, and other ad hoc administrative tasks to support the smooth functioning of the contact center operations.
What We Are Looking For
Required Qualifications:
5+ years of experience in Contact center operations in a BPO or Shared Services managing a team of at least 5 agents.
Proven ability to manage and analyze problems, think critically, and propose effective solutions while maintaining composure in high-pressure situations. Manage and improve call center metrics and improve efficiency of the team.
Exceptional written and verbal communication skills, exhibiting professionalism in internal and external communications
Demonstrated ability to multitask, efficiently handle multiple tasks simultaneously, and manage time effectively in a fast-paced environment.
Flexibility to adapt to changing support requirements and willingness to acquire new skills and knowledge.
Thrives in a fast-paced, self-directed team-based environment, delivering results with efficiency and accuracy.
Willingness to work in a shift-based schedule, including evenings, weekends, and holidays, to ensure comprehensive coverage in a 24/5 contact center environment.
Preferred Qualifications:
Experience in a shared services organization (e.g. Finance, Procurement, or Accounts Payable resolutions)
Understanding of shared service and contact center operations
Experience with service center technologies and processes
Experience in Accounts Payable an advantage
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
Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
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