At PMI, we’ve chosen to do something incredible.
We’re transforming our business and building our future on smoke-free products that aim to deliver a smoke-free future.
With significant change comes great opportunity. Wherever you join us, you’ll have the freedom to innovate and the space to advance your career in various areas.
PMI’s journey to a smoke-free future involves shifting from a tobacco manufacturer to a science and technology-driven consumer organization.
Purpose of the Job:
Responsible for managing all activities related to the B2C operation within the customer service center, including planning and implementing support for inbound and outbound teams. The role involves maximizing team results, managing systems, tools, and services, and collaborating with supervisors and agents from the service provider. The incumbent will focus on continuous improvement in quality, cost, revenue, and efficiency, acting as the main liaison with internal and external stakeholders to ensure optimal consumer assistance. Additionally, the role includes developing and executing operational processes to improve efficiency and monitoring KPIs and targets. The position also serves as the main contact for OC and other internal teams for initiative deployment.
Principal Accountabilities:
* Manage operations aligned with KPIs such as Reach Rate, Response Rate, Service Level, Channel NPS, and Brand NPS.
* Support CSC TP Supervisors with key content for call center activities, including activity briefings, processes, and updates.
* Assist the CSC Trainer with ongoing agent training.
* Monitor the quality and performance of customer interactions across channels (email, voice, SMS, others) and recommend improvements.
* Implement new campaigns following CX guidelines.
* Support the Operations Manager in ensuring CSC capacity, deploying extended capabilities (SMS, instant messaging, email, video call), and overseeing performance and budget alignment.
* Support daily escalation procedures for prompt issue resolution.
Skills and Competences:
* University degree, preferably in Economics, Business Administration, Marketing, or Communication.
* Operational expertise in Contact Center operations (mandatory).
* Proven results delivery and customer-centric approach.
* Strong organizational and stakeholder management skills.
* Experience in developing and implementing operational improvements.
What We Offer You:
Permanent local contract with a competitive salary plus benefits including:
* Life and Health insurance
* Employee Pension Plan
* Hybrid working model
* Growth opportunities at national and international levels
* Development in Controlling and Business Partnering areas
* Diverse, international work environment
Please note that only online applications will be considered.
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