Performance Improvement Manager

Introduction

The Senior Performance Manager plays a critical role in IBM’s Telecom BPO Delivery organization by ensuring contractual performance across inbound voice, chat, email, and back‑office operations. This role supports both IBM‑managed contact centers and Vendor‑managed centers. The Performance Manager ensures operational excellence, drives continuous improvement, supports client relationships, and ensures adherence to all contractual KPIs, SLAs, and compliance requirements.

The ideal candidate is a strategic thinker with strong analytical, coaching, and cross‑functional leadership abilities, capable of identifying performance gaps and partnering with operations leaders to resolve them.

Your role and responsibilities

Performance Management

• Monitor operational performance across IBM and Vendor sites for all channels (IB, Chat, Email, Back Office).

• Identify performance gaps, conduct root‑cause analysis, and coach Delivery Managers on improvement plans.

• Ensure all contractual KPIs and SLAs are met or exceeded, including quality, CSAT, AHT, productivity, and compliance metrics.

Continuous Improvement

• Identify opportunities for operational efficiency and process optimization.

• Implement best practices, process redesign, and standard operating procedures across centers.

• Support change management initiatives to embed new ways of working.

Data Analysis and Reporting

• Conduct data analysis to identify trends, forecast performance, and define corrective actions.

• Prepare accurate performance dashboards and insights for internal leadership and client reviews.

• Ensure timely and accurate reporting of performance metrics, governance outputs, and compliance audits.

Vendor Management

• Partner with Vendor Operations leaders to align performance management standards.

• Support vendor calibration, governance reviews, and remediation plans.

• Ensure Vendors comply with IBM’s delivery framework and contractual expectations.

Project and Transition Support

• Support execution of transition projects, including training, knowledge transfer, and process stabilization.

• Coordinate with cross‑functional teams to minimize risks and ensure smooth go‑live.

Quality and Training Collaboration

• Work closely with Training & Quality teams to ensure skills readiness, certification completion, and quality governance.

• Support learning programs such as DPE Academy, Transformation Consultancy, and DPE Certification.

Client Management

• Serve as a performance point of contact for the client.

• Support client calls, business reviews, deep dives, and performance discussions.

• Ensure proactive communication of risks, issues, achievements, and recommendations.

Required technical and professional expertise

Experience in contact center operations, BPO performance management, or related leadership roles.

Strong understanding of Telecom customer service operations and KPI management.

Experience in multi‑site or vendor management preferred.

Strong analytical skills and proficiency in MS Excel, PowerPoint, and PowerBI.

Experience in quality frameworks, change management, and continuous improvement.

Strong communication, client‑facing, and interpersonal skills.

Preferred technical and professional experience

• Experience with Contact Center platforms (such as Genesys, Avaya, Salesforce, NICE, ServiceNow) is preferred

Training in AI tools, adult learning, or project management is a plus.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.