.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 continuous improvement in terms of cost efficiency, supervising and proposing initiatives 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 success 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 maintaining 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 training 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
