Contact Center Team Leader
IBM
Contact Center Team Leader
Job Description
Contact Center Team Leader
📋 Job Overview
As a Contact Center Team Leader at IBM, you will manage and motivate a team within our Consulting Client Innovation Centers, focusing on delivering technical expertise to clients globally. Responsibilities include overseeing team performance, developing team members, and ensuring business continuity. This role requires a commitment to innovation, client satisfaction, and personal growth within a dynamic technology environment.
📍 Location: Naga City, PH (Remote/Hybrid)
💼 Career Level: Entry Level
🎯 Key Responsibilities
- Manage processes based on established performance standards, service & quality levels
- Supervise, manage, and motivate team members daily
- Build capacity through resource planning, load balancing, and cross training
- Provide coaching for challenged team members and development for high potentials
- Ensure readiness of Business Continuity plan and lead implementation if necessary
- Manage and develop resources to take key positions as Process Coordinator
- Help teams execute career development plans
- Develop team members to take on additional responsibilities
- Conceptualize and implement internal rewards or employee programs for retention & growth
- Serve as contact point for the business on issues and concerns, providing proactive solutions
- Manage internal updates/communication within the unit
- Encourage contribution to company-wide initiatives and projects
- Enforce compliance to company policies and effect disciplinary measures on violations
- Seek opportunities to increase customer satisfaction and deepen client relationships
✅ Required Qualifications
- Bachelor's degree or equivalent experience
- Proven experience in a leadership role within a contact center or similar environment
- Strong understanding of performance metrics and service quality standards
⭐ Preferred Qualifications
- Experience with IBM-specific tools and technologies
- Certifications in leadership or contact center management
- Knowledge of AI, quantum computing, or blockchain
🛠️ Required Skills
- Leadership
- Team management
- Performance management
- Resource planning
- Load balancing
- Coaching and development
- Business continuity planning
- Communication
- Problem-solving
- Customer satisfaction
- Compliance enforcement
🎁 Benefits & Perks
- Opportunities for learning and development
- Encouragement to be courageous and experiment
- Continuous trust and support in a thriving environment
- Growth-minded culture with openness to feedback and learning
- Collaborative team-focused approach
- Commitment to being a responsible technology innovator and a force for good
Locations
- Naga City, PH, India (Remote)
Salary
Estimated Salary Rangemedium confidence
600,000 - 900,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Leadershipintermediate
- Team managementintermediate
- Performance managementintermediate
- Resource planningintermediate
- Load balancingintermediate
- Coaching and developmentintermediate
- Business continuity planningintermediate
- Communicationintermediate
- Problem-solvingintermediate
- Customer satisfactionintermediate
- Compliance enforcementintermediate
Required Qualifications
- Bachelor's degree or equivalent experience (experience)
- Proven experience in a leadership role within a contact center or similar environment (experience)
- Strong understanding of performance metrics and service quality standards (experience)
Preferred Qualifications
- Experience with IBM-specific tools and technologies (experience)
- Certifications in leadership or contact center management (experience)
- Knowledge of AI, quantum computing, or blockchain (experience)
Responsibilities
- Manage processes based on established performance standards, service & quality levels
- Supervise, manage, and motivate team members daily
- Build capacity through resource planning, load balancing, and cross training
- Provide coaching for challenged team members and development for high potentials
- Ensure readiness of Business Continuity plan and lead implementation if necessary
- Manage and develop resources to take key positions as Process Coordinator
- Help teams execute career development plans
- Develop team members to take on additional responsibilities
- Conceptualize and implement internal rewards or employee programs for retention & growth
- Serve as contact point for the business on issues and concerns, providing proactive solutions
- Manage internal updates/communication within the unit
- Encourage contribution to company-wide initiatives and projects
- Enforce compliance to company policies and effect disciplinary measures on violations
- Seek opportunities to increase customer satisfaction and deepen client relationships
Benefits
- general: Opportunities for learning and development
- general: Encouragement to be courageous and experiment
- general: Continuous trust and support in a thriving environment
- general: Growth-minded culture with openness to feedback and learning
- general: Collaborative team-focused approach
- general: Commitment to being a responsible technology innovator and a force for good
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Answer 10 quick questions to check your fit for Contact Center Team Leader @ IBM.
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~2 Minutes
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Contact Center Team Leader
IBM
Contact Center Team Leader
Job Description
Contact Center Team Leader
📋 Job Overview
As a Contact Center Team Leader at IBM, you will manage and motivate a team within our Consulting Client Innovation Centers, focusing on delivering technical expertise to clients globally. Responsibilities include overseeing team performance, developing team members, and ensuring business continuity. This role requires a commitment to innovation, client satisfaction, and personal growth within a dynamic technology environment.
📍 Location: Naga City, PH (Remote/Hybrid)
💼 Career Level: Entry Level
🎯 Key Responsibilities
- Manage processes based on established performance standards, service & quality levels
- Supervise, manage, and motivate team members daily
- Build capacity through resource planning, load balancing, and cross training
- Provide coaching for challenged team members and development for high potentials
- Ensure readiness of Business Continuity plan and lead implementation if necessary
- Manage and develop resources to take key positions as Process Coordinator
- Help teams execute career development plans
- Develop team members to take on additional responsibilities
- Conceptualize and implement internal rewards or employee programs for retention & growth
- Serve as contact point for the business on issues and concerns, providing proactive solutions
- Manage internal updates/communication within the unit
- Encourage contribution to company-wide initiatives and projects
- Enforce compliance to company policies and effect disciplinary measures on violations
- Seek opportunities to increase customer satisfaction and deepen client relationships
✅ Required Qualifications
- Bachelor's degree or equivalent experience
- Proven experience in a leadership role within a contact center or similar environment
- Strong understanding of performance metrics and service quality standards
⭐ Preferred Qualifications
- Experience with IBM-specific tools and technologies
- Certifications in leadership or contact center management
- Knowledge of AI, quantum computing, or blockchain
🛠️ Required Skills
- Leadership
- Team management
- Performance management
- Resource planning
- Load balancing
- Coaching and development
- Business continuity planning
- Communication
- Problem-solving
- Customer satisfaction
- Compliance enforcement
🎁 Benefits & Perks
- Opportunities for learning and development
- Encouragement to be courageous and experiment
- Continuous trust and support in a thriving environment
- Growth-minded culture with openness to feedback and learning
- Collaborative team-focused approach
- Commitment to being a responsible technology innovator and a force for good
Locations
- Naga City, PH, India (Remote)
Salary
Estimated Salary Rangemedium confidence
600,000 - 900,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Leadershipintermediate
- Team managementintermediate
- Performance managementintermediate
- Resource planningintermediate
- Load balancingintermediate
- Coaching and developmentintermediate
- Business continuity planningintermediate
- Communicationintermediate
- Problem-solvingintermediate
- Customer satisfactionintermediate
- Compliance enforcementintermediate
Required Qualifications
- Bachelor's degree or equivalent experience (experience)
- Proven experience in a leadership role within a contact center or similar environment (experience)
- Strong understanding of performance metrics and service quality standards (experience)
Preferred Qualifications
- Experience with IBM-specific tools and technologies (experience)
- Certifications in leadership or contact center management (experience)
- Knowledge of AI, quantum computing, or blockchain (experience)
Responsibilities
- Manage processes based on established performance standards, service & quality levels
- Supervise, manage, and motivate team members daily
- Build capacity through resource planning, load balancing, and cross training
- Provide coaching for challenged team members and development for high potentials
- Ensure readiness of Business Continuity plan and lead implementation if necessary
- Manage and develop resources to take key positions as Process Coordinator
- Help teams execute career development plans
- Develop team members to take on additional responsibilities
- Conceptualize and implement internal rewards or employee programs for retention & growth
- Serve as contact point for the business on issues and concerns, providing proactive solutions
- Manage internal updates/communication within the unit
- Encourage contribution to company-wide initiatives and projects
- Enforce compliance to company policies and effect disciplinary measures on violations
- Seek opportunities to increase customer satisfaction and deepen client relationships
Benefits
- general: Opportunities for learning and development
- general: Encouragement to be courageous and experiment
- general: Continuous trust and support in a thriving environment
- general: Growth-minded culture with openness to feedback and learning
- general: Collaborative team-focused approach
- general: Commitment to being a responsible technology innovator and a force for good
Tags & Categories
Answer 10 quick questions to check your fit for Contact Center Team Leader @ IBM.
10 Questions
~2 Minutes
Instant Score
Related Books and Jobs