Payroll Contact Center Analyst

About the role

Johnson & Johnson Global Services is recruiting a Payroll Contact Center Analyst (also called Payroll Contact Center Support Analyst) within its payroll support structure. The role supports employees and managers who seek help with payroll matters, following up on escalated requests from the Contact Center Specialists. It is based in OneJnJ in Bogotá, Colombia, and may require up to 5% travel.

Key responsibilities

• Be the first point of contact for escalated requests from current and former employees, and occasionally for non-employees such as contractors.
• Identify trends and work with teams so the Contact Center has the right information to serve employees and managers.
• Audit calls, chats and web cases to check that agents follow protocols and deliver quality service, and give agents constructive feedback.
• Work with the Contact Center Operations Analyst and Supervisor to keep the center supported.
• Use case management tools to capture, track and follow up on inquiries and meet case resolution standards.
• Maintain and deliver SLAs, take part in user acceptance testing, and update knowledge articles so job aids and procedures stay current.
• Create or organize training sessions and partner with the Payroll Manager to escalate or redirect complex issues.

Required profile

• Bachelor's degree required.
• Fluent in English.
• At least 3 years of experience in payroll customer service.
• Ability to handle confidential information, work under pressure, multitask and meet deadlines.
• Comfortable in a fast-paced, agile environment with shifting priorities.
• Preferred: experience in a large multi-state company as a payroll analyst, in a global shared service center, and familiarity with payroll systems such as ServiceNow, SAP, Workday, Kronos and ADP GlobalView.

Required skills

• Strong verbal and written communication and customer service skills.
• Microsoft Office Suite.
• Analytical and problem-solving skills, attention to detail and strong follow-through.
• Ability to work independently and in teams, with a pragmatic, solution-focused approach.