Director, Workforce Excellence - PSC

Director-level role leading workforce excellence functions for Johnson & Johnson's Patient Service Center, overseeing workforce management, forecasting, quality, and analytics across 1,200+ employees. Reports to PSC senior leadership and manages Associate Directors while optimizing contact center and pharmacy operations.

Responsibilities

• Lead Workforce Excellence functions including WFM, forecasting, and quality monitoring
• Develop and execute workforce planning strategies to align capacity with demand
• Oversee call monitoring and quality programs assessing service performance
• Translate operational data into actionable insights for process redesign and resource optimization
• Mentor and develop team of Associate Directors and functional leaders

Requirements

• Leadership experience managing Associate Directors and multi-functional teams
• Expertise in workforce management, forecasting, and capacity planning
• Strong analytical and data-driven decision-making capabilities
• Experience with call center or contact center operations
• Knowledge of quality assurance and process standards in customer service
• Cross-functional collaboration and stakeholder management skills