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Project Delivery Manager

hace 2 meses

Guadalajara, Jalisco, México IBM A tiempo completo

Join IBM's Team of Leaders

About the Role

As a Project Delivery Manager at IBM, you will be responsible for driving day-to-day service delivery, focusing on operational metrics and meeting critical quality parameters for process delivery. You will collaborate closely with clients and internal teams to efficiently plan and manage operational capacity.

Key Responsibilities

  1. Drive process delivery, focusing on operational metrics and meeting critical quality parameters.
  2. Collaborate with clients and internal teams to plan and manage operational capacity.
  3. Identify and implement process improvement opportunities, prioritizing and driving transformation initiatives.
  4. Lead talent management efforts, including performance management, feedback, and training for team development.
  5. Regularly engage with the service operations team to drive process performance and implement improvement opportunities.
  6. Address escalations and high-priority requests, ensuring smooth operation.

Requirements

  1. Minimum of 4 years in a contact center, specifically in a customer service role.
  2. B2+ to C1 proficiency in English and native fluency in Spanish, both written and spoken.
  3. Ability to work in shifts to support hours of operation.
  4. Excellent communication skills, problem-solving ability, and a strong focus on delivering exceptional customer service.
  5. Relevant degree or equivalent experience in customer service or a related field.

Preferred Qualifications

  1. Preferably supporting clients with US operations (B2C).