Contact Center Team Leader

About the role

IBM Consulting is looking for a Contact Center Team Leader to oversee daily operations of its client‑facing support unit. The role combines process management, team coaching and continuous improvement to ensure high‑quality service delivery.

Key responsibilities

• Manage contact‑center processes against established performance standards, quality and service levels.
• 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 resources, balance workloads and coordinate cross‑training to build capacity.
• Maintain and activate Business Continuity plans as needed.
• Identify and develop internal talent for key positions such as Process Coordinator.
• Design and implement employee recognition or reward programs to improve retention.
• Serve as the primary contact for business issues, delivering proactive solutions.
• Communicate internal updates and ensure compliance with company policies, applying disciplinary measures when required.
• Continuously seek opportunities to increase customer satisfaction and deepen client relationships.

Required profile

• Proven experience leading a contact‑center or call‑center team.
• Strong analytical mindset with ability to interpret performance data.
• Excellent communication and coaching skills.
• Ability to plan resources, manage workloads and drive cross‑training initiatives.
• Knowledge of business continuity planning and compliance procedures.
• Track record of developing talent and implementing retention programs.

Required skills