Contact and Leads Management Coordinator
Location: Mexico City
Be 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.
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. You're not persuading someone to savings account or try a new drinks brand.
Purpose of the Job:
Part of the Remote Coaches Team, the Contac and Leads Management Coordinator is responsible for the management of leads data bases assigned to Remote Salesforce (call centre), the incumbent is accountable of the third party related to Sales of IQOS to LAS through outbound operations and will be responsible of the execution of the strategy of contact and to planning and review the results of the execution of the leads and data base strategies, providing reports and analysis of the results from the CSC Operation, communicating job expectations, coordinating and reinforcing processes and procedures.
Accountabilities:
- Improve user and consumer experience of the leads journeys at the same time of ensuring compliance with the contact center's operational processes and indicators related to the leads and database management.
- Participate in actions plans to create strategies based in the DB/Leads management.
- Ensure the data understanding to implement different strategies to better execute the dialing services like but not limited to dialer systems, CRMs, digital tools.
- Generate reports that allow accurate decision making about the leads management and strategies results.
- Coordinates all database and list administration adjustments (as needed) to maintain appropriate service and KPIs levels.
- Supervise proper documentation of all Data Mining / Leads Management processes and communicate to other areas being serve by his teams of findings voice of the consumers, voice of the employees and suggest changes to improve operations and services.
- Escalate ongoing issues and outliers to Operations as necessary.
- Provides communication link between Operations and Digital /Leads Management Teams, providing feedback about the best contactabilities and conversations rates. Analyze the best leads profiles in order to ask for volume of this type of leads. Analyze post sale database / leads in order to find the most productivity insume to be work and planning strategies.
Challenges:
1. Accomplishes frontline results by establish and execute a correct leads managements strategy
2. Provides communication link between the Operation Team of the Contact Center and internal PMI areas.
3. Escalate and ensure correct follow up ongoing issues related with the database / leads managements and results.
Who we're looking for:
- A minimum of 5 years' experience in a contact center operation / production environment with and emphasis in Customer Services
Management workgroups experience
- Demonstrated analytical and problem-solving skills
- Communication skills: verbal, written and interpersonal
Leadership and motivator skills
- Proactive working style
Detail oriented, accuracy.
- Implementing new processes
Ability to meet deadlines with accuracy.
Documentation skills.
- Proficient in: English, PC skills
What 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 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 deliver a smoke-free future.
