Call Center Services Realization Executive

At Philip Morris in Ukraine, we've chosen to do something incredible. We're totally transforming our business and building our future on smoke-free products.

For our Customer Service Center (CSC) Channel - Customer Experience team in Kyiv, Ukraine, we are looking for a team member.

In this position you will work closely with our contact center vendor and design & experience teams on delivering a consistent and orchestrated customer experience, meeting customer's expectations related to all services stemmed from programs and services and translated to CSC channel. 

You will 

• Liaise with Service Design, Retention, Acquisition, Marketing and other teams to create plans for realization and deployment of services in the CSC channel
• Define operating flows, directions and scripts for services deployed though CSC, continuously improve based on results and customer impact
• Manage service expectations, provide clarity on business requirements and ensure consistent customer experience
• Define process requirements impacting CSC systems and CRM stemming from new programs and services, match with existing capabilities and coordinate new developments 
• Contribute to definition of CSC front liners profile requirements and training needs
• Define monitoring requirements for new programs and improve existing to provide service owners with clear visibility on impact on customer experience and NPS 
• Drive agent engagement, agent training and coaching 
• Ensure quality assurance activities take place and monitor results 
• Leverage knowledge of voice of customers to improve product and service value proposition
• Lead deployment of global service experience guidelines 

We are looking for someone with

• at least 2-year experience in contact center operations management
• strong background in execution and optimization of customer services though customer service centers 
• ability to leverage data and technology to create relevant and engaging customer experiences 
• highly customer oriented 
• strong communication and collaborative skills, ability to manage various stakeholders 
• creative thinker with attention to detail combined with strong analytical skills
• action-oriented, drive for results, independent doer
• excellent project management skills 
• is fluent in Ukrainian, advanced English

What we offer

Our success depends on the men and women who come to work every single day with a sense of purpose and an appetite for progress. Join Philip Morris in Ukraine 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 
• Pursue your ambitions and develop your skills as we provide endless opportunities to progress
• Take pride in delivering our promise to society to improve the lives of a billion smokers.

*Note: Reduced-Risk Products ("RRPs") is the term we use to refer to products with the potential to reduce individual risk and population harm in comparison to smoking cigarettes. Use of IQOS does not eliminate health risks. The best way to reduce tobacco related health risks is to quit tobacco use altogether