Introduction
A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.
Your Role And Responsibilities
The Customer Operations / Contact Center SME (Band 8) provides enterprise-level leadership in driving standardized contact center governance, workforce efficiency, and analytics-led performance improvement across multiple call-taking accounts. This role partners with senior WFM, Analytics, and Delivery leaders to deliver DWE and CTO outcomes at scale.
Key Responsibilities
- Lead centralized and standardized contact center governance across accounts
- Partner with WFM Leadership to refine capacity planning, forecasting, and utilization models
- Drive DWE and CTO initiatives through productivity, process, and efficiency levers
- Lead cross-account RCA reviews and translate insights into systemic improvements
- Partner with Analytics teams to scale analytics use cases across call-taking operations
- Act as a trusted advisor to senior stakeholders across CC Operations, WFM, and Analytics
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
- Deep expertise in Contact Center / Customer Operations (call-taking environments)
- Strong WFM knowledge (forecasting, capacity planning, utilization, shrinkage)
- Experience driving productivity, DWE, and cost optimization at scale
- Strong RCA and analytics capabilities with a data-driven mindset
- Proven ability to influence senior stakeholders across multiple accounts
