Project Manager - ADM (CS PM)

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. As a CS PMO, you will manage contact center operational performance across multiple business lines (a number of online store channels), outsourced contact center vendors, and support AI Transformation (AX) initiatives.

• Contact Center Operations and Performance Management: Monitor inbound/outbound operations, KPIs and SLAs (service level, answer rate, AHT, FCR, CSAT) across multiple business lines; analyze performance trends and prepare regular reports for client management.
• SUBK Governance: subk agent ‘s operational quality, staffing, and compliance; drive corrective actions and performance improvement.
• VOC and Issue Management: Analyze VOC trends, coordinate responses to customer complaints and escalated issues in near real time, identify root causes, and drive corrective and preventive actions.
• Stakeholder and Project Coordination: Collaborate with Samsung stakeholders, IBM internal teams, and vendors to resolve operational issues and ensure timely communication and follow-up; manage operational projects such as outbound campaigns.
• CS Systems and AI Transformation (AX) Support: Define requirements and coordinate changes for CS systems (CTI, consultation, and recording systems); identify opportunities to apply AI and automation (e.g., STT,AI Agent, VOC analytics), coordinate AX initiatives, and monitor their impact on productivity and service quality.
• Process Improvement and Governance: Drive process standardization and ensure compliance with service quality, privacy, and information security requirements (e.g., ISMS-P), including audit response.
• 8+ years of experience in contact center operations, CX, or customer service management
• Proven experience managing contact center KPIs/SLAs and quality management frameworks (QA, FCR, CSAT)
• Experience managing or coordinating contact center operations with outsourced vendors
• Data analysis skills to extract and analyze operational metrics (Excel, SQL)
• Strong reporting and communication skills for client management
• Experience in AI-based customer service projects (chatbot, voicebot, AI contact center)
• E-commerce customer service experience
• Project management or data certification