Customer Care Intelligence Lead

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, part of the Swiss Market, we are currently looking for a Customer Care Intelligence Lead.

The primary purpose is to orchestrate and oversee the strategic and operational facets of the online frontline team at Teleperformance, ensuring that a team of >50 FTEs excels in delivering service that not only meets but exceeds both global and local critical metrics. This role is pivotal in achieving superior service levels for B2Ccustomers across all categories of Reduced Risk Products (RRP) and conventional product lines.

Your Responsibilities

• Support Customer Care Operations management, assess and analyse CSC operations performance to meet and improve operational critical metrics. Define improvement opportunities & accompanies deployment of the related improvement projects in line D&A & CCare Management.
• Responsibility over Commercial Model on Contact Center Billing (PPM), guaranteeing Forecast Accuracy and the good use of existing resources, avoiding penalty fees due to over /under forecasting and ensuring the good deployment of the next steps, adding all existing channels to te program.
• Contribute to excellent daily support to the Contact Service Center team (CSC) and the Customer Care Management to achieve market strategical goals above critical metrics.
• Investigate & define areas of opportunities to leverage on AI & new technologies to enhance & automate existing processes as well as deploy new capabilities to improve the visibility be it Artificial Intelligence, Machine Learning, word mining, speech to text & predictive tools.
• Participate through AI expertise in the development of various projects improving CCare self-service programs & CSC conversation mining together with Ccare global team.
• Consulting OC Customer Service Performance Management team on scale up and deployment of the locally developed solutions & tools,e.g. Machine Learning Forecasting tool.
• Manage inbound (voice and written) & outbound channels data quality source in line with GDPR guidelines (Data Privacy) based on operational KPIs results to provide monthly outcome upon qualitative and quantitative interaction/critical issue reports.
• Provide continuous improvement solution to optimize data & performance accuracy to meet excellence in deployment in reaching contractually agreed service level towards all our communication channels.
• Obtain Voice of Consumer throughout available tools (DCE 1 Verbatims, Case Taxonomy, interactions insights and Speech to Text analytics tool) and share them with the relevant partners, aiming at the correction / improvement of existent processes on a vertical level (affiliate and /or marketing programs) horizontal (Self Service, IVR, FAQ) and diagonal (Contact Center Processes and systems).
• Development, Deployment, Constant assessment and management of efficiency tools, aiming at and ensuring high performing agents aligned with the business goals. Ownership over Outliers management programs.
• Support to all team members in various projects on top of dedicated ones that will shape the Customer Care operations to ensuring a positive experience, so customers build brand loyalty and affinity.
• Uplift the Ccare team knowledge & skills on existing dashboards & reporting capabilities.
  
  

We’re Looking For Someone With

• UNIL - HEC (Bachelor & Master Degree or equivalent experience)
• Experience in Customer care
• Proven experience in data analysis and business intelligence
• Project management and deployment from A to Z
• Customer care reporting and dashboard familiarity
• Familiarity with care data to translate on CSC efficiency flow optimization
• Managing others and team meetings in multiple language
• Supporting project with multiple partners in different languages
• Worked with A.I & ML tools
• Experience in coding (Python & R)
• Ability to communicate complex with data in a clear and concise manner
• Proficiency level in English (oral and written) – German is an asset
  
  

What we offer

Our 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 future.
  
  

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