Contact Center Team Leader

Introduction

At IBM, work is more than a job - its 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 youve never thought possible. Are you ready to lead in this new era of technology and solve some of the worlds most challenging problems? If so, lets talk.

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.
• 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.
  
  

• Possesses at least a Bachelors/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