Contact Center Team Leader
1 week ago• Magarao, Philippines
This job is no longer available.
Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
Your role and responsibilities
Your Role and Responsibilities :
§ Manages processes based on established performance standards, service & quality levels. Measure team overall performance (Productivity; Efficiency; Quality; Timeliness; Resource Availability; etc.)
§ Responsible for supervising, managing and motivating team members on a daily basis.
§ Builds capacity through resource planning, load balancing and cross training.
§ Monitor team performance and report on metrics.
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§ Provide coaching for challenged team members and development for high potentials.
§ Ensures readiness of Business Continuity plan and lead implementation if necessary.
§ Manages and develops resources to take key positions as Process Coordinator. Helps teams execute career development plans.
§ Develops team members to take on additional responsibilities. Conceptualize and implement internal rewards or employee programs within the unit for retention & growth.
§ Contact point for the business on any issues and/ or concerns and proactively provide solutions.
§ Manages internal updates/communication within the unit.
§ Encourages people to contribute to company-wide initiatives and projects.
§ Enforces compliance to company policies and effect disciplinary measures on violations.
§ Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
§ Manages processes based on established performance standards, service & quality levels. Measure team overall performance (Productivity; Efficiency; Quality; Timeliness; Resource Availability; etc.)
§ Responsible for supervising, managing and motivating team members on a daily basis.
§ Builds capacity through resource planning, load balancing and cross training.
§ Monitor team performance and report on metrics.
§ Provide coaching for challenged team members and development for high potentials.
§ Ensures readiness of Business Continuity plan and lead implementation if necessary.
§ Manages and develops resources to take key positions as Process Coordinator. Helps teams execute career development plans.
§ Develops team members to take on additional responsibilities. Conceptualize and implement internal rewards or employee programs within the unit for retention & growth.
§ Contact point for the business on any issues and/ or concerns and proactively provide solutions.
§ Manages internal updates/communication within the unit.
§ Encourages people to contribute to company-wide initiatives and projects.
§ Enforces compliance to company policies and effect disciplinary measures on violations.
§ Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise
Required Professional and Technical Expertise :
- Possesses at least a Bachelor's/College Degree in any field.
- With 5 years professional experience in Insurance industry and 3 years experience as Process Coordinator or Subject Matter Expert
- Knowledgeable in MS products or similar tools/ systems
- Strong communication and meeting facilitation skills
- Organizational and time-management skills
- Strong business operations knowledge
- Good leadership skills and ability to motivate front-line employees; ability to lead and manage teams
- Ability to prepare, analyze, and effectively use different MIS reports
- Ability to work effectively across language & cultural barriers with US based customer
- Experience managing in a multi-client environment
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
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Client-provided location(s): Magarao, Philippines
Job ID: IBM-53192
Employment Type: OTHER
Posted: 2025-08-16T18:48:22
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion
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