Delivery Manager Operations at IBM - US Research Triangle Park | Job Transparency - Job Transparency | Find Your Dream Job with Full Salary Transparency

Introduction
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.

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe.
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’ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role you’ll be encouraged to challenge the norm investigate ideas outside of your role and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Your Role and Responsibilities

As Contact Center Operations Manager you directly oversee call center personnel to ensure positive morale and effective daily operations. You will serve our customers through the development and implementation of best cell center methods and procedures. You will also be asked to make suggestions for system and process improvement using your knowledge of daily and delivery operations.

SKILLS and CORE COMPETENCIES

Conduct staff performance reviews assess needs cost/benefit analysis and other operational strategy assessments.
Establish a high standard for productivity quality customer service as well as define user guidelines.
Manage and improve center performance through performance monitoring problem resolution system audits and quality assurance measures.
Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
Prepare annual budget after estimating necessities correcting overspending analyzing cost variance and scheduling expenses.
Summarize collect and analyze call center trends and data for regular performance reports.
Maintain consistent professional improvement through company provided workshops tracking call center trends and active participation in team projects.
Strong understanding of Call Center technology to include Genesis or another similar system (NICE AVAYA) WFM solutions IVR’s ACD’s ACD reporting.

Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel within the organization including presenting information and responding to questions from groups of managers senior leadership and executive levels as well a client interactions.

Skill in establishing and maintaining effective working relationships.

Ability to lead coach and develop staff. Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority

Ability to manage multiple programs/projects simultaneously. Experience handling multiple tasks simultaneously in a fast-paced environment as an individual contributor or team member

Track progress of individual associates; recommend performance action plans for associates who are not meeting established standards
Quality Assurance Program including Quality Operations Reviews and Feedback Sessions and Scoring Mechanism
Work with supervisors and management to ensure that all associates are meeting quality standards
Provide training as needed to both new hires and experienced associates
Attend and contribute to both internal and client calibration sessions
Carry out reward and recognition programs as outlined
Provide coaching and support for all resources

Required Technical and Professional Expertise
– 5+ years of managerial experience
– Customer service experience required
– Motivated self-starter
– Excellent verbal and written communication skills
– Proficiency in Microsoft Office applications especially MS Word and Excel
– Advanced mathematical skills knowledge of and ability to calculate statistics. Strong analytical and problem-solving skills with the ability to define problems collect data establish facts and draw valid conclusions.

Preferred Technical and Professional Expertise

– 5+ years of call center experience preferred

Delivery Manager Operations

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