Team Leader
Philip Morris International(1 year ago)
About this role
The Team Leader, Operations supervises a group of call center associates and oversees daily team activities to ensure service delivery meets contractual KPIs and financial expectations. The role focuses on coaching, performance management, and handling escalated customer calls while implementing management policies and supporting team development. It operates within a customer-facing contact center environment and requires regular communication with direct reports and managers.
Required Skills
- Coaching
- Performance Management
- Attendance Monitoring
- KPI Management
- Escalation Handling
- Communication
- Mentoring
- Policy Compliance
- Scheduling
Qualifications
- Associate's Degree
About Philip Morris International
pmi.comPhilip Morris International (PMI) is a leading global company focused on creating a smoke-free future by developing innovative alternatives to traditional cigarette smoking. Committed to providing products that are better choices for consumers, PMI aims to replace cigarettes with smoke-free products over time. The company leverages advanced technology and rigorous research to enhance the consumer experience while prioritizing public health and sustainability. With a strong vision for a smoke-free world, PMI is transitioning towards a portfolio that reflects its commitment to reduced-risk products.
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