**Introduction** A career at IBM Consulting is built on long-term client relationships and close collaboration worldwide. You will work with leading companies across various industries, helping them shape their hybrid cloud and AI journeys. With the support of our strategic partners, IBM's robust technology, and Red Hat, you will have the tools needed to drive meaningful change and accelerate impact for clients. At IBM Consulting, curiosity fuels success. You will be encouraged to challenge the status quo, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on the long-term development of your career, valuing your unique skills and experiences. **Your role and responsibilities** Perform activities inherent to Customer Service processes, monitoring and analyzing the performance of the Call Center/Agency providers, ensuring that the indicators associated with the channels are met. Ensure the quality of service and compliance with the indicators and metrics associated with the channels. Identify improvement opportunities and implement solutions to optimize providers' performance. It must be ensured: preparation and analysis of reports, response to service requests, support to other units, and visits to on-site agencies. **Required technical and professional expertise** Intermediate knowledge of office tools (Excel, PowerPoint, Word, Power BI). Creativity and mental flexibility that allow finding quick and suitable solutions for new and unexpected situations. Emotional self-control. Minimum of 6 months of experience in customer service and call center. **Preferred technical and professional experience** Analytical skills Ability to work under pressure Customer-oriented Set priorities Easily adaptable to change Teamwork 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.