Sr. Team Lead Contact Service Center

at  Philip Morris International

SR. TEAM LEAD CONTACT SERVICE CENTER

Meet PMI
As you know, at PMI, we’re going through a ground-breaking challenge.
We’ve built the world’s most successful cigarette company, with the world’s most popular and iconic brands. Now we’ve chosen to do something really huge building our future on smoke-free products.
Our transformation is not only changing what we are like on the inside – it’s about creating a working environment that is more agile, more engaged with our customers, and more open to suppliers and external talent, partners, networks and communities.
With huge change, comes huge opportunity. If you want to make a life-changing impact on customers, there’s nowhere better to develop your career.
Be a part of a revolutionary transformation and join us!
The Challenge
Responsible for direction and management of all activities associated with customer service center, including the orchestration for all the inbound and Outbound operations - both B2C and B2B. Responsible to lead with a very high level of accuracy the budget demonstrating on continuos improvement in terms of cost efficiency, supervising and proposing initiative to enhance customer satisfaction and retention. Responsible for the negotiation of all the contracts related to CSC operations such as service provider, connectivity, systems and new tools/services. The scenario in which will operate is very sophisticated and challenging for different factors: increasing of B2C operation complexity due to the growing number of LAU’s to support and business demands across the axes of quality, cost, revenue and efficiency, insourcing of a new B2B operation with growing accountabilities for the sucess of the field orchestration and externalization of all voice of consumers activities into one single team able to feed all organization with relevant and actionable insights, very complete portfolio to handle, through a multicategory way, developing the right channels to enhance results while mantain a CX driven operation ( voice, chat, social ). Main reference for all the internal and external partners having broader responsibility for all the activities across the entire consumer journey aiming to improve the experience, guarantee the best level of assistance for B2C and B2B and capture relevant consumer insights to be shared internally for the development of our service proposition. Develop and implement processes and operational improvements to enhance efficiency and effectiveness of operations. Responsible for the knowledge management and trainings to be offered to the service providers in order to guarantee the proper level of preparation for agents and staff. Last, main point of reference for OC and Global Team Customer care.

Your day-to-day

• Lead operations in line with assigned targets of specific Customer Care important metrics : Response Rate - Service Level - Channel NPS - Brand NPS - Customer Effort Score.
• Coordinate and be part to the creation of all main programs offered to consumers in which CSC is involved directly or indirectly and make sure the operations are performed at the expected level. Make sure all the specific important metric for Cross-selling and Upselling are reached in the aim to maintain CSC as sales channel and not only a center of assistance.
• Decide and orchestrate, based on the business evolution and target, the capacity for each site guaranteeing the right level of occupancy and following local directions and global guidelines. Coordination of operation and capacity planning considering expected sales volume and relevant parameters in line with campaigns and commercial programs. Closely monitor spent vs assigned budget, estimating capacity requirements and proactively proposing innovative solution in order to keep the Customer Service at the edge of available technologies and solutions.
• Support consumer centric strategy and develop initiatives aimed to address any raising struggles. Collaborate closely with allpartnerss in order to identify systematic issues and difficulties of Consumer Journey, ensuring maximization of alignment with CSC, Commercial Team, CX, Legal/EA and Brand/Content
• Be very collaborative with all the internal partner ensuring the support of the team in all the occasions is needed. Encourage cross functional understanding and collaboration. Be responsible for many activities that are on top on the traditional “assistance” that are totally performed by CSC agents: sentiment management, outbound campaigns, escalation, back office.
• Establish relationship and work closely with 3rd party management team to ensure adequate level of resources, coaching and training.
• Be always updated and motivated to test and develop new technologies or way to interact with consumers based on the market evolution. Scout new services or practices. Assess potential return on investment and productivity for each interaction based on different channels costs. Ensure regular control of all expenses and cost efficiency of activities. Ensure payment to service providers based on proof of performance. Propose and lead budget and headcounts allocation for 3rd Parties activities in order to provide sufficient resources and appropriate return of investment.
• Provide fact based and compelling reporting and analysis aimed to capture structured Customer feed-back in order to improve process efficiency as well as Customer Satisfaction and Retention. Analyze and report relevant statistics and metrics to get consumer insight, provide feed-back to all channels in order to pursue continuous improvements.

Who we are looking for

• University degree, preferably in Graduation in Economics, Business Administration, Marketing or similar
• 5 years experience in leading Customer Care operations with a deep knowledge in financials, planning and legislation of Contact Service Center
• Previous experience in customer care related activities or projects would be ideal
• Strong project management and organizational skills
• Previous experience in team management.
• Sophisticated level of English and Portuguese;
• Action Oriented, fast learner and Problem-Solving demeanor;
• Ability to prioritize tasks and follow time frames;
• Resilience to cope with challenges.
• EU work permit.

What we offer

• Permanent local contract, with a competitive salary plus Tabaqueira’s employee Benefit including:
• Life and Health insurance;
• Pension Plan;
• Education allowance
• A challenging work environment, with great development opportunities;
• Growing and development opportunity within the Company.

Our success depends on the all people who come to work every day with a sense of purpose and an appetite for progress. Join PMI and you too can:

• Seize the freedom to shape your future and ours. We’ll empower you to take risks, experiment and explore.
• Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.
• Pursue your ambitions and develop your skills with a global business –our staggering size and scale provides endless opportunities to progress.
• Take pride in delivering our promise to society – to deliver a smoke-free world.

• Seize the freedom to shape your future and ours. We’ll empower you to take risks, experiment and explore.
• Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.
• Pursue your ambitions and develop your skills with a global business –our staggering size and scale provides endless opportunities to progress.
• Take pride in delivering our promise to society – to deliver a smoke-free world