Call Centers Operations Supervisor

Position Title: Call Centers Operations Supervisor 

Organization: Call Centers Operations 

Philip Morris International: Building a Smoke-Free Future 

At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide. 

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. 

THE ROLE 

As a Supervisor in Call Center Operations, you will be the one to oversee all of call centers’ performance to ensure positive trend and effective daily operations. This position requires the ability to proactively lead the vendor in achieving the target and solve and improve various challenges with sense of urgency. Also, you will provide proactive approach, method, and action plans to our vendors in a fast-paced environment. The position includes engagement in call center’s KPIs and its enhancement, project management and execution in line with requirements from PMJ/PMI. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. 

Management of Quality Metrics: 

• Quality metrics such as CSAT and NPS are highly prioritized to maximize customer satisfaction and lessen customer effort for IQOS users. Closely monitor the quality performance is compulsory and basic task for this role. Operation executives need to have analytical skill in order to extend their view to identify the root cause when seeing any up/down trend. Also, make action plans and lead the executions to put a performance trend on an orbit having support from internal and external team members. 
• Through Grid monitoring which is global defined approach, manage CSC operations to follow the process and procedure defined by PMJ. Maintain high performance on process adherence by facilitating and leading meetings and team projects. In addition, clarify any unclear process and validate the effectiveness through periodical review. 

Management of Performance Metrics: 

• Leveraging deep knowledge and experience of Call Center’s KPIs and structures, monitor performance KPIs to ensure that SLAs (Service Level Agreements) are consistently met. Develop tactical action plans and provide actionable feedback to management levels of Business Partner (vender) to improve efficiency and effectiveness. 
• Closely work with internal and external WFM Leads to understand inbound forecast and WFM status. 
• Periodically report center performance, positive/negative trend of center operation and planned action plans to Call Centers Managers. 

Knowledge Management 

• In collaboration with business partner (vender), continually develop and review their knowledge and the training materials to ensure that information is accurate and updated in line with the latest product info, processes, company policy, etc. 
• In order to execute the business requirements from other departments, gather and organize necessary information first, then develop scheme, processes, documents and apply them to the call center in a timely manner. 

Issue Handling and process optimization 

• For various issues and problems occurring in day-to-day operation, you need to understand facts accurately, take lead to execute actions in order to eliminate consumers’ pain points quickly and provide stable service. 
• Provide updates and reports to relevant members on the status including progress, risk and any other potential impacts in timely manner. 

Establish a stable operation environment: 

• In addition to keeping the attrition rate low, you will review the hiring quality to allocate relevant agents in the vendor operation. 
• Also, support for better work environment eNPS in vendor operation is in scope. 

QUALIFICATIONS 

• College/University 
• More than 3 years’ work experience as call center supervisor role is mandatory. Those having Inhouse center management experience is preferred. 
• Passionate about improving customer care and enhancing consumer experience with consumer focus. 
• Deep understanding and experience of Call Center’s KPIs and structure. 
• Strong problem-solving skills. 
• Must be a self-performer/starter with minimum guidance, and experience in fast paced environment. 
• English communication skill – Conversation level 

WHAT WE OFFER 

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

• Seize the freedom to define 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 improve the lives of a billion smokers 

PMI is an Equal Opportunity Employer. 

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