Contact Center Team Leader

About the role

IBM Consulting is seeking an experienced Contact Center Team Leader to oversee daily operations, drive performance, and ensure high‑quality service delivery for our clients. You will lead a team of agents, manage resources, and act as the primary liaison between the business and the contact center.

Key responsibilities

• Manage processes against established performance standards, quality levels, and service targets.
• Measure and report on team metrics such as productivity, efficiency, quality, timeliness, and resource availability.
• Supervise, motivate, and coach team members on a daily basis, providing development plans for high‑potential staff.
• Plan capacity through resource allocation, load balancing, and cross‑training initiatives.
• Ensure business continuity readiness and lead implementation when required.
• Develop internal reward programs and employee initiatives to improve retention and growth.
• Communicate updates within the unit and serve as the contact point for business issues, offering proactive solutions.
• Enforce compliance with company policies and apply disciplinary measures when necessary.

Required profile

• Proven experience supervising and motivating contact‑center teams.
• Strong analytical skills to monitor performance metrics and drive improvements.
• Ability to plan resources, balance workloads, and implement cross‑training.
• Excellent communication skills for internal updates and stakeholder management.
• Experience developing career development plans and employee recognition programs.
• Knowledge of business continuity planning and policy compliance.

Required skills