Supervisor Back Office

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. Your ‘day to day’ - Develop and implement new processes for improving the quality and effectiveness of remote checks of field employees interacting with partners; - Ensure the effective operation and continuous optimization of existing support center processes aimed at remote support for both the company's field employees and partners; - Ensure the development of an effective consolidation process and timely processing/coordination of requests from both company partners and field employees for improving the speed and quality of finding solutions to emerging issues in the ongoing work in the field; - Ensure the implementation, customization, and evaluation of the new digital tools aimed at improving the effectiveness of the support center; - Conduct regular efficiency evaluations of existing support center procedures and provide suggestions for improvement; - Timely train employees involved in project groups of the department, prepare the necessary materials for training and methodological materials in the framework of project management; - Offer innovative solutions aimed at increasing the effectiveness of communication with partners through calls and texts, as well as remote checks of work being done in the fields; - Manage customer support center project teams; - Provide project budgeting; - Draft, coordinate, and approve contracts and regulatory documents relating to the customer support center and supplements thereto; - Plan the resources needed to support customer support center projects; - Ensure timely hiring of support center employees to avoid downtime and vacancies; - Facilitate the timely development of employees, with the aim of maintaining an optimal level of motivation in the team; - Propose and implement optimal logic for calculating key business indicators for the level of partner involvement in the company's trading programs, the customer support center's effectiveness, and the evaluation of the effectiveness and quality of remote inspections of the work being done in the field; - Ensure timely communication of changes and cyclical activities to customer support center teams. Who we’re looking for - Higher technical/economic education; - Proficiency in English at the Intermediate level minimum; - Project management experience of 2 years or more; - Experience in a leading position of 2 years or more; - Experience in contact center management over 1 year; - General work experience of 3 years or more; - Preferable experience in consulting (Big 4); - Analytical mindset, innovative outlook, proactivity; - Knowledge and understanding of IT architecture. What we offer: - An opportunity to pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress; - An opportunity to build an international career and for cross-functional moves; - Extended social package: life insurance, insurance from critical illnesses, additional payment for preschool development of children, participation in the Employee Assistance Program (financial, psychological and legal consultations) for employees and family members, and much more. Philip Morris Kazakhstan is the holder of Top Employer Kazakhstan & Global award for 9 consecutive years as well as the only Equal Pay certificate holder in Kazakhstan, which proves our commitment to highest working standards. * Relocation support is not available for this job