Business Unit Integration Operations Lead at Johnson & Johnson improving MedTech Deliver performance and operational efficiency. Collaborating across functions to enhance supply chain processes and successfully deliver projects.
About the role
- Manage real-time call queues and workforce flow ensuring service levels at LoadUp's Revenue Center. Support Sales, Customer Support, and Fulfillment operations in a dynamic environment.
Responsibilities
- Monitor real-time call queues, agent states, and workload distribution to maintain SLA targets across Sales, Support, and Fulfillment.
- Identify call volume trends, spikes, or backlogs and take proactive action to mitigate service impact.
- Make real-time staffing adjustments, including break management, shift changes, and agent reassignments.
- Track schedule adherence, occupancy, and utilization, flagging risks or gaps to leadership.
- Generate and distribute daily and weekly workforce and performance reports.
- Partner closely with CX leadership and team leads to support daily workforce management needs.
- Support onboarding by helping new agents understand schedules, adherence expectations, and queue workflows.
Requirements
- 2+ years in a call center, workforce management, or operations support role.
- Familiarity with CRM, telephony, or WFM tools; strong understanding of call center metrics (SLAs, occupancy, etc.).
- Ability to make quick, data-driven decisions during high-volume periods.
- Excellent coordination skills to work seamlessly with agents and leadership.
- Ability to work a Tuesday – Saturday schedule in the office.
Benefits
- Comprehensive Health & Wellness Benefits – Medical, Dental, Vision, and Life Insurance coverage.
- Flexible Spending & Savings Options – Tailor your healthcare planning with FSA or HSA accounts.
- Generous Paid Time Off – Take the time you need to rest, recharge, or explore life outside of work.
- 401(k) with 5% Company Match – Plan for the long-term, including a generous company contribution.
- Employee Recognition Program – Get rewarded and celebrated for your contributions.
- Monthly Lifestyle Stipends – Support for the essentials or extras designed to enhance your everyday experience.
- Referral Rewards Program – Help us build a high-performing team and get rewarded.
- Growth with Purpose – We’re a scaling company where career paths evolve.
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