Contact Center Team Leader

About the role

IBM Consulting is seeking a Contact Center Team Leader to oversee daily operations of its customer service unit. You will manage performance, coach staff, and ensure service quality while supporting the company’s hybrid cloud and AI initiatives.

Key responsibilities

• Supervise and motivate a team of contact‑center agents, ensuring adherence to performance standards such as productivity, efficiency, quality, and timeliness.
• Plan resources, balance workloads, and coordinate cross‑training to maintain optimal staffing levels.
• Monitor key metrics, generate performance reports, and drive continuous improvement.
• Provide coaching for under‑performing members and development opportunities for high‑potential staff.
• Maintain Business Continuity plans and lead implementation when required.
• Develop team members for future roles, including Process Coordinator positions.
• Design and implement internal reward or employee programs to boost retention and growth.
• Act as the primary contact for business issues, delivering proactive solutions.
• Communicate internal updates and enforce compliance with company policies.

Required profile

• Proven experience supervising contact‑center or call‑center teams.
• Strong analytical skills with the ability to interpret performance data.
• Excellent communication and coaching abilities.
• Ability to manage resources, plan capacity, and handle business continuity scenarios.
• Commitment to delivering high customer satisfaction and fostering client relationships.

Required skills

What we offer

• Opportunity to work with leading global clients on hybrid cloud and AI projects.
• Professional growth within IBM’s collaborative and innovative culture.
• Access to IBM’s technology ecosystem, including Red Hat solutions.