Introduction
A career in IBM Consulting is rooted in long-term relationships and close collaboration with clients around the world. In this role, you will work for IBM BPO, part of Consulting that accelerates digital transformation using agile methodologies, process mining and AI-powered workflows.You will work with visionaries across industries to improve the hybrid cloud and AI journey for the world's most innovative and valuable companies. Your ability to accelerate impact and make meaningful change for your clients is enabled by our ecosystem of strategic partners and our robust technology platforms across the IBM portfolio, including Software and Red Hat.Curiosity and the constant pursuit of knowledge are the foundation of success at IBM Consulting. In your role, you will be encouraged to challenge the norm, investigate ideas outside of your role and come up with creative solutions that result in innovative impact for a broad network of clients. Our culture of evolution and empathy is centered on long-term career growth and development opportunities in an environment that embraces your unique skills and experiences.
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Your role and responsibilities
Carrying out the activities inherent in the Customer Service processes, monitoring and analyzing the performance of the Call Center provider, ensuring that the indicators associated with the channels are met.
Ensuring service quality and compliance with the indicators and metrics associated with the front and back office channels.
Identifying opportunities for improvement and implementing solutions to optimize the call center provider's performance.
The following must be guaranteed: preparation and analysis of reports, response to calls and support for other units.
Required education
High School Diploma/GED
Preferred education
Bachelor's Degree
Required technical and professional expertise
Basic knowledge of office tools (Excel, Power Point, Word, Power BI).
Creativity and mental flexibility to find quick and appropriate solutions to new and unexpected situations.
Self-control.
Capacity for analysis
Tolerant work under pressure
Customer orientation
Set priorities
Easy to adapt to change
Preferred technical and professional experience
Technical (High School), Technologist, Higher Education or Administrative Career Student. Basic Spanish language desirable.
ABOUT BUSINESS UNIT
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.
OTHER RELEVANT JOB DETAILS
All our positions are eligible for people with disabilities PwD or rehabilitated.