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 education

Bachelor's Degree

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.

ABOUT BUSINESS UNIT

IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
• Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
• Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
• Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
• Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.