Delivery Manager Call Center

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.