B2B Call Center SpecialistBe a part of a revolutionary change.At PMI, we've chosen to do something incredible. We're totally transforming 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 dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.Sales and Marketing at PMI feels like building a new business - but with the accumulated expertise of a global brand behind you. Bring us your curiosity and capacity to engage people and you can be part of the digital, Omni-channel team that's driving our huge commercial transformation.If you're a forecaster and forward-thinker, you can make a huge impact, creating sales strategies across all markets. But, here, your innovation will do more than just improving sales.Your 'day to day':- Responsible for the coordination of the correct operation of the call center B2B Operation. Accomplishes front line results by communicating job expectations, planning, monitoring, and appraising job results, coaching, counseling, developing, coordinating, politics and enforcing systems, procedures, and productivity standards. Implement improvement projects of the current processes and communicate changes, strategies, and new procedures.- Ensure compliance with the contact center's operational processes and indicators- Follow-up and management of open cases and escalations of the contact center- Analysis and management of call center information- Generate reports that allow accurate decision making about the contact center- Coordination of the execution of the actions defined as a result of the process of listening to calls and calibrations with the company- Implement new processes and procedures as a result of an improvement project or a global implementationWho we're looking for:- A minimum of 3 years experience in a contact center operation / production enviroment with and emphasis in Customer Services- Management workgroups experience- Improvement processes- Change Management- Demostrated analytical and problem solving skills- Communication skills: verbal, written and interpersonal- Leadership and motivator skills- Proactive working styleWhat we offer:Our success depends on our talented employees who come to work here every single day with a sense of purpose and an appetite for progress. Join PMI and you could:- 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 deliver a smoke-free future.
