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
Your Role and Responsibilities
The Contact Center Process Owner is responsible for executing daily process transactions while driving continuous process and operational improvements to meet both client and IBM requirements. This role requires strong process knowledge, business operations understanding, and the ability to apply best practices and tools across supported client processes. The Process Owner uses sound judgment in handling task routines and supports a 24x5 contact center environment with flexible shift schedules.
Your Role And Responsibilities
- Execute daily process transactions in alignment with client and IBM requirements
- Develop, recommend, and implement process and operational improvements to enhance efficiency, quality, and compliance
- Apply specialized tools, techniques, and procedures to identify, analyze, and resolve job‑related problems
- Recommend adjustments or improvements to established processes when gaps or inefficiencies are identified
- Support business operations by ensuring consistent execution of process standards and best practices
- Communicate effectively with stakeholders by exchanging general business, customer, and technical information
- Seek clarification, provide explanations, and verify understanding to ensure smooth execution of activities
- Manage assigned tasks within well‑established procedures and under general direction
- Set individual or team work schedules as required to meet operational demands
- Provide practical assistance and support to team members when needed
Required Technical And Professional Expertise
- Demonstrated process knowledge and hands‑on experience across the business processes supported for assigned clients
- Strong understanding of client strategy, priorities, and operations within daily operational activities
- Experience in business operations, process management, and compliance
- Working knowledge of process best practices, methodologies, and tools used to execute core business processes
- Ability to conduct daily process transactions while ensuring accuracy, compliance, and adherence to SLAs
- Experience working across several main activities with an understanding of interrelated processes
- Ability to exercise judgment in choosing task routines and resolving operational issues
- Amenable to varying shift schedules, as the Contact Center operates on a 24x5 setup
- Accountable for individual deliverables and outcomes
- Responsible for the impact of results on the immediate team and interrelated activities
- Contributes to overall process stability, efficiency, and client satisfaction through consistent execution and improvement initiatives
Experience Requirements
- 3–5 years of process experience
- 2–3 years of experience as a Team Lead
- College or Non‑College Graduate
Onsite And Shift Requirements
- Willingness and ability to work onsite on a daily basis, in compliance with account and business requirements
- Amenable to night shift schedules and varying work hours, as the Contact Center operates on a 24x5 setup
Preferred Technical And Professional Experience
- Prior experience as a Team Lead or in a supervisory role within a contact center or shared services environment
- Exposure to multiple interrelated business processes and cross‑functional collaboration
- Strong problem‑solving skills with the ability to proactively identify improvement opportunities
- Effective communication and coordination skills when working with internal teams and client stakeholders
- Experience working in a metrics‑driven environment with accountability for individual and team results
- Ability to adapt quickly to process changes, shifting priorities, and operational requirements
