Call Center Executive

Descripción del puesto:

Be a part of revolutionary change.
At PMI, we've chosen to do something incredible. We're redefining our business and building our future on one clear purpose - to deliver a smoke-free future. With huge change comes huge opportunity. So, wherever you join us, you'll enjoy the freedom to inspire and deliver better, brighter solutions - and the space to grow your career in new and exciting directions.

This role is part of the Customer Service Center and is responsible for leading the external call center provider to ensure high-quality, brand-aligned customer service and strong operational performance supporting business goals.

Your 'day to day'
Call center coordination
* Coordinate timely implementation of all consumer programs and mechanics within the Call Center.
* Keep the Call Center updated with the latest information, processes, and procedures, ensuring systems are fully operational.
* Ensure compliance with local laws, marketing codes, CA guidelines, and PMI procedures.
* Maintain strong relationships with the vendor to drive excellence in execution and performance.
* Collaborate effectively with Global teams to ensure alignment and smooth communication.
Operational efficiency
* Supervise Call Center performance by regularly monitoring sales, operational and quality KPIs.
* Produce daily/weekly/monthly reports; run analyses; create data-driven action plans with partners.
* Supervise backlogs to prevent missed inbound/outbound contacts and support capacity planning.
* Provide standard and ad hoc reporting/analytics for CSC performance, customer base trends, and AE reconciliation.
Capability development
* Ensure all activities follow PMI-approved standards and communication guidelines.
* Deliver ongoing capability building through coaching and train-the-trainer sessions.
* Share materials and provide timely feedback to the service provider.
* Work with team members to ensure Call Center agents remain highly skilled, insightful, and courteous.
Service incident handling
* Handle complex escalations by coordinating daily with Call Center Supervisors and internal stakeholders.
* Apply a systematic, consumer-focused incident handling approach to ensure fast and effective resolutions.
Quality assurance
* Perform regular quality checks across channels to verify SOP compliance.
* Identify skill gaps and provide timely corrective feedback and training recommendations to the service provider.

Who we're looking for
* Bachelor's degree preferred
* Minimum 1-2 years of experience in call center coordination or other consumer-centric roles
* Proficiency in English and local language
* Strong PC skills (PowerPoint, Excel, Word)
* Strong analytical and problem-solving skills
* Passion for improving customer care and enhancing consumer experience
* High consumer orientation and commitment to quality standards

What we offer
* Our success depends on our dedicated employees who come to work here 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 do things differently, 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.

Key things to know before you apply
* Relocation support is not available for this job.
* If you have been in your current job for less than 12 months or if you are on a Performance Improvement Program, you must get the approval of your current manager before applying for the job.
* Both PMI employees as well as contractors are eligible and welcome to apply for this job.

Take pride in delivering our promise to society: to deliver a smoke-free future.
Please note that only shortlisted candidates will be contacted. Philip Morris is equal opportunity employer