Senior Contact Center Operations Lead

Philip Morris International; Buenos Aires; Híbrido; ARS 900.000 - 2.100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Descripción de la vacante

Philip Morris International is seeking a Customer Service Center Sr Executive in our Commercial group. The role focuses on ensuring the operation and continuous improvement of the contact center ecosystem, working with external service providers and internal stakeholders.

You will develop standards, end-to-end processes, and KPIs across channels, while managing cost per interaction and ensuring data security compliance.

Formación

• University degree in Business Administration, Marketing, Engineering or similar fields.
• Advanced English (mandatory).
• Solid experience in Contact Center Operations, Customer Service, Customer Experience, Vendor Management, or a related function.
• Experience designing, implementing, and improving operational processes.
• Demonstrated ability to influence stakeholders, manage projects, with strong data driven and decision making skills.

Responsabilidades

• Develop & deploy the contact center standards and guidelines with local service vendor.
• Develop & deploy integrated contact center end to end process and operational procedure manuals, across all relevant contact channels to ensure a consistent, standardized and positive experience.
• Develop & deploy operating procedures to manage day-to-day Contact Center operations, including SLAs & Business Performance KPIs.
• Deploy brand/product campaigns/next best actions and initiatives across the end-to-end customer journey and foster the feedback loop back to the business.
• Manage P&L, optimizing cost per interaction and resource utilization whilst driving the business towards profitability.
• Maintain SOP adherence for all contact center topics, ensure compliance with data security and other regulations.
• Monitor & highlight operational opportunities for service innovation across the channel.

Conocimientos

Contact Center Operations

Customer Service

Vendor Management

Data-driven decisions

Stakeholder influence

Process design

Advanced English

Educación

Bachelor's degree

Descripción del empleo

Philip Morris International is seeking a Customer Service Center Sr Executive in our Commercial group. The role focuses on ensuring the operation and continuous improvement of the contact center ecosystem, working with external service providers and internal stakeholders.

You will develop standards, end-to-end processes, and KPIs across channels, while managing cost per interaction and ensuring data security compliance.