Lead Design & Service Infrastructure for Customer Care Services

Rothmans, Benson & Hedges Be a part of a revolutionary change At Rothmans, Benson & Hedges Inc. (“RBH”), Philip Morris International’s subsidiary in Canada, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products with the power 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. For our Customer Service Center (CSC) – Customer Care team in Toronto, Canada, we are looking for a Lead CSC Design & Service Infrastructure. In this position you will be responsible for the designing the business processes for contact center operations, managing and liaising with cross-functional teams to deliver capabilities roadmaps and technological infrastructure, supported by the business strategy, and aligned with the global requirements and standard operating procedures. You will be accountable for: - Formulate critical business needs & design Customer Service Center business processes for all capabilities to enable the IT team to build, implement new or enhance existing digital ecosystem, which supports service delivery to customers through contact center (including basic services of consumer inquiries, orders, acquisition and retention consumer programs and other services) - Formulate business cases to drive enhancement and introduction of business processes and system features - Analyze agent’s user experience and leverage on the power of multiple sources of data to identify needs to adopt business process, provide effective contact center system features to drive operations and service delivery to consumers through multiple channels (voice, e-mail, chat, and social media) - Evaluate and analyse new requests and track system issues to enhance capability maps and solutions - Managing and liaising with IT, B2C and Digital teams to design and deliver capability roadmap & technological infrastructure - Support IT teams during the build phase with clarifications and guidance - Validate the IT build for each process under each capability to deliver contact center solutions and capabilities in line with the business strategy - Validate processes with the stakeholders, such as IT, B2C, CX, Digital, Finance, Legal, Internal Controls teams - Represent the market and Customer Care department and liaise with the Global Team to align on the capability’s roadmaps and developments needed to synchronize local market operations with global guidelines, standards, and processes to ensure consistency and requirements delivery aligned with global strategy - Ensure translation of CSC service and experience realization requirements into standardized and documented operational guidelines - Support the deployment of solutions to ensure all processes are supported by system capabilities, providing walk-throughs documentation as teaching tools. - Define and align key performance metrics for the contact center and programs operations and work closely to develop reporting and analysis capabilities to drive new solutions design and deployment, as well as promote voice of customer across organization - Ensuring the necessary Business Reporting is defined and delivered in a timely fashion, analyzing the data to bring forth suggestions on ways to improve overall results. - Ensure all Global reports are accurate and submitted on time and future developments on performance measurements are managed seamlessly between the Global team and 3rd Party Customer Care Service. - Organize sharing sessions and workshops to address multiple consumer and agents’ data to drive cross-functional knowledge and teamwork towards delivering strategic initiatives We are looking for someone with: - You are a curious individual passionate about making contact center agent’s activities seamless by relying on best processes and enhanced solutions in place, allowing serving consumers with ease - College or University Degree related to Economics, Business Administration, or another relevant field - At least 3 years’ experience in commercial systems and/or digital background, business/process/solutions design background - Previous experience working with campaign management software tools (Sprinklr, Salesforce Service Cloud, etc.), contact center software and BI tools (Power BI, etc.) - Proven record in managing system developments and experience in a quantitative or analytical role - Action-oriented, drive for results, independent doer - Entrepreneurship and ability to see the opportunities, not just the obstacles demonstrating a "can do" attitude - Open-minded with a positive approach with good collaboration with internal and external (agencies) stakeholders with excellent communication and presentation skills - Excellent organizational skills; attention to detail; willingness to work in a fast-paced environment and effectively meet timelines - High collaborative skills, ability to manage various stakeholders and exercise indirect influence - Strong team leadership skills and customer focus - Creative and strategic thinker with attention to detail combined with strong analytical skills - Language Ability: Professional written and verbal English (French fluency is an asset) What we offer We offer the opportunity to join an organization where you can grow in a wide range of business functions. You will have the chance to build your professional expertise, business understanding, and leadership capabilities in a collaborative, challenging environment where we will empower you to take risks, experiment and explore. Our company fosters excellence in execution and is comprised of dedicated people all working together to continue to grow our status as industry leaders. We offer our employees a competitive salary, an attractive compensation package, including flexible work schedules (where applicable), health and wellness programs, and attractive benefits options. You will also be a 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.  WHO WE ARE We are Rothmans, Benson & Hedges Inc., Philip Morris International’s subsidiary in Canada. Today we are Canada's second largest tobacco company. In addition, RBH Inc. was awarded Top Employer for 2017, 2018, 2019 and 2022. We currently employ over 800 people throughout our six corporate and sales offices and our factory. Our parent company PMI is one of the world’s leading international tobacco companies. In addition to the manufacture and sale of cigarettes, PMI is engaged in the development and commercialization of smoke-free products. Click on the following link to learn more about what RBH believes: https://www.rbhinc.ca/home/what-we-believe Rothmans, Benson & Hedges is committed to providing equal employment opportunity for all current and prospective employees, as well as to promoting a culture of inclusion and respect for everyone. We celebrate the innovation that diversity creates in the work environment, and we recognize that each employee brings their own unique capabilities, experiences, and perspectives to the organization. It is this diversity that adds value to our teams, as well as to our stakeholders. We are committed to providing equal employment opportunity regardless of race, ancestry, color, religion, sex, marital/family status (including pregnancy), national origin, sexual orientation, immigrant and newcomer status, gender identity/expression, age, citizenship, or disability. We consider qualified applicants who have passed the criminal background checks, consistent with legal requirements. We strive to recognize and value diversity and equity, and to ensure the inclusion of underrepresented groups and the four designated groups: women, Indigenous peoples, persons with disabilities and members of visible minorities. We value, respect, and equally support applicants from these groups. We welcome and encourage applicants to reach their full potential with us. If you are unable to apply for a position online, or require any further accommodation during our recruitment process, please contact: AODA.RBH@rbhinc.ca. Follow us on social media: RBH LinkedIn: https://www.linkedin.com/company/rothmans-benson-hedges-inc/ Facebook: https://www.facebook.com/RothmansBensonHedges/ Twitter: https://twitter.com/RBHinc RBH website: https://www.rbhinc.ca/