Monitor live chat queues, response times, resolution quality, and SLA performance.Ensure employee queries are handled professionally, accurately, and in line with defined policies and processes.Coordinate with internal teams for escalations, complex cases, or region-specific queries.Maintain consistency in chat responses by leveraging knowledge articles, SOPs, and standard templates.Identify recurring queries and recommend updates to knowledge content or process improvements.Track chat volumes, trends, backlog, aging, and productivity metrics.Support reporting and governance reviews with relevant insights and action plans.Drive adoption of ServiceNow chat features and encourage effective usage by employees and support teams.Ensure compliance with data privacy, confidentiality, and internal service standards.Support training, coaching, and quality checks for agents handling employee chats.

Key additional Competencies Required

1. ServiceNow and Digital Case Management Expertise

Strong understanding of ServiceNow chat, case management, assignment groups, queues, SLAs, and reporting.

Ability to monitor operational dashboards and identify gaps in service performance.

2. Employee Experience Mindset

Ability to provide clear, empathetic, and solution-focused responses.

Strong focus on creating a positive and consistent employee support experience globally.

3. Communication Skills

Excellent written communication skills with the ability to respond professionally and concisely.

Capability to simplify policy/process information for employees across different geographies.

4. Stakeholder Management

Ability to coordinate with HR teams, payroll, benefits, IT, and other support functions.

Skilled in managing escalations and aligning multiple stakeholders toward timely resolution.

5. Analytical and Reporting Skills

Ability to analyze chat trends, volumes, SLA performance, and recurring issues.

Comfortable preparing insights, dashboards, and action-oriented summaries for leadership.

6. Process Orientation

Strong understanding of SOPs, workflows, escalation matrices, and service delivery controls.

Ability to identify process gaps and recommend practical improvements.

7. Quality and Compliance Focus

Attention to detail in documenting cases, maintaining audit trails, and protecting confidential employee data.

Understanding of data privacy and compliance requirements in employee service delivery.

8. Problem Solving and Decision Making

Ability to assess queries quickly, determine the right resolution path, and escalate when required.

Capable of handling high-volume periods with prioritization and sound judgment.

9. Global Collaboration

Comfortable working with teams across regions, time zones, and cultural contexts.

Ability to ensure consistent service delivery while respecting local process variations.

10. Continuous Improvement Mindset

Proactively identifies opportunities to improve chat deflection, knowledge articles, automation, routing, and user experience.

Supports initiatives to improve productivity, VOC scores, and SLA compliance.

Skills

Case Management Software, Continual Improvement Process, Critical Thinking, Data Analysis, Data Management, Document Management, Escalation Management, Human Resource Information Systems (HRIS), Prioritization, Problem Solving, Service Level Agreement (SLA), SLA Management, Standards Compliance

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.

People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

Inclusion at GSK:

As an employer committed to Inclusion, we encourage you to reach out if you need any adjustments during the recruitment process.

Please contact our Recruitment Team at IN.recruitment-adjustments@gsk.com to discuss your needs.

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