Position Overview
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.Monitor and review performance metrics for achievement of objectivesTrack and ensure closure of complaintsEffectively manage Contact Center operations for consistent performance achievementsIdentify relevant training needs of agents and Team Leaders, ensuring effective implementationEffectively manage shift operationsPrepare work/manpower schedules, incorporating contingency plans.Interface with IT, HR, Training and Quality, as neededCollate data and generate MIS reports
III. Qualifications
A. Re...