IBM Subject Matter Expert in TAGUIG CITY, Philippines

This role advises and guides the client regarding the use of a broad range of products, offerings, and services. Following a standard call flow and problem handing processes (scripted or not scripted), they verify entitlement, perform problem determination, resolve and close the problem, or route the incident record to the appropriate level of support. Using technical resources and tools, they support the client by answering questions and responding to client requirements. They utilize their product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations or performance. They guide the client, advising on potential resolutions and their implementation, and play a key role in overall client satisfaction.

Enable the operations teams achieve & exceed client metricsPerform Call monitoring, Ticket checks & Call Calibrations - Achieve targetsEffective Coaching & feedback to entire span of agents/ service representativesMonitor team performance, generate reports, trends & dashboardsAbility to analyze data & perform a thorough Root Cause AnalysisTake new actions within & across teams, to improve productivity and share best practicesAbility to collaborate across multiple teams for process improvements and standardizationAct as a catalyst to drive adherence to all aspects under the GDF implementation

Client Innovation Center (CIC)