Team Lead CSC Operations

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 dream up and deliver, better, brighter solutions and the space to move your career forward in endlessly different directions.For our Customer Care team (Swiss Market), we are currently looking for a CSC (Contact Service Center) Operations Team Lead in Lausanne, Switzerland.In this position, you will be responsible to lead, drive and manage the full abroad Contact Service Center (CSC) operations, covering 100 FTEs, with strategies and deployments for Multi Category Products into B2C & B2B Omnichannel touchpoints while constantly adapting an adequate organization (service and training as well as quality and compliance), including quality assessment, training, inbound and outbound for B2C Smoke Free Products and Combustible Category including the B2B Retailer line across 4 national languages.Your ResponsibilitiesLead governance relationship with the third-party provider for CSC on matters related to crisis management, team structure deployment, and people management including career path and continuous education development.Drive the governance of operational project developments and deployment including resource optimization shifts in line with Customer Care budget guidelines.Lead with direct reports projects related to the optimization evolution of our CSC to achieve Customer Care critical metrics in line with Customer Care budget guidelines.Handle the budget related to our CSC Operations with our vendor, by ensuring monthly invoice checks are in line with recommendations from the Finance department.Develop, deploy and manage based on project management requirement adequate strategy & support for Swiss market's Contact Service Center team.Manage the entire development and deployment process at operational level of the project in Contact Service Center channels for B2C and B2B as well as on Conventional to meet excellence on service level for Consumers and Retailers.Support all team members involved into the project on top of current operational ones to shape Customer Care operations to ensuring positive experience, so customers and retailers build brand loyalty and affinity.Manage subordinates by excellent daily support on their Customer Care activities to achieve market strategical goals above targets.Develop team members to contribute to their next career ladder development level with full confidence and motivation by following closely all performance steps on what and how objectives will be achieved in the different defined areas.Contribute to excellent daily support to the Contact Service Center team (CSC) and the Customer Care Head to achieve market strategical goals above targets.Ensure the full CSC team is equipped with the right tools and software accesses to perform the required activities across all departments (Training, QA, Inbound and Outbound) for all LOBs and Platforms (SFP and CC).We’re Looking For Someone WithCollege / University degree in relevant fieldProficiency in German and EnglishStrong Customer understanding, ideally enhanced by Customer Service oriented experienceProject management having led developments to realization/execution post defined deployment plans from A to ZQuality assessment post deployment on care scope/sectorsFamiliarity with data reports and analysis with GDPR acknowledge (Data Privacy) for translating into actions for planning and resources optimizationStrong leadership skills to guide and lead teams towards achieving Customer Care critical metrics.Ability to develop and implement long-term strategies for crisis management and team structureUnderstanding of budget management and financial guidelines to coordinate CSC operations costs.Ability to negotiate and align costs with partners effectively.Strong collaborative skillsWhat We OfferOur success depends on the talented employees 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 deliver a smoke-free futureTo join our growing team….17241