I. Job Summary
The Assistant Manager – Business Services is responsible for leading a team of agents and team leaders. Focus will be on efficiencies in meeting targeted WM standards of compliance for a defined period.
II. Essential Duties and Responsibilities
- Identify steps in work processes to implement and test improvement opportunities yielding optimal results.
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Monitor and review performance metrics for achievement of objectives
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Track and ensure closure of complaints
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Effectively manage Contact Center operations for consistent performance achievements
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Identify relevant training needs of agents and Team Leaders, ensuring effective implementation
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Effectively manage shift operations
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Prepare work/manpower schedules, incorporating contingency plans.
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Interface with IT, HR, Training and Quality, as needed
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Collate data and generate MIS reports
III. Qualifications
A. Required Qualifications
- Bachelor's Degree (accredited), or in lieu of degree
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High School Diploma or GED (accredited) and 4 years of work experience
5 years of relevant experience managing and/or leading in a Contact Center team environment (in addition to education requirements).
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If this sounds like the opportunity that you have been looking for, please click Apply.
