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.

Your Role and Responsibilities
Drive day-to-day service delivery, focusing on operational metrics and meeting critical quality parameters for process delivery. Collaborate closely with clients and internal teams to efficiently plan and manage operational capacity. Identify and implement process improvement opportunities, prioritizing and driving transformation initiatives with the client and IBM team. Lead talent management efforts, including performance management, feedback, and training for team development. Regularly engage with the service operations team to drive process performance and implement improvement opportunities. Address escalations and high-priority requests, ensuring smooth operation. Inspire team members through change management for operational transformation.

• Plan and manage operational capacity collaborating with CxO layer.
• Minimum of 4 years in a contact center specifically in customer service role.
• B2+ to C1 proficiency in English and native fluency in Spanish, both written and spoken.
• Ability to work in shifts to support hours of operation: Sunday through Saturday, 9am-11pm EST.
• Excellent communication skills, problem-solving ability, and a strong focus on delivering exceptional customer service.
• Relevant degree or equivalent experience in customer service or a related field.

• Preferably supporting clients with US operations (B2C).