Job Description

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 objectives
• Track and ensure closure of complaints
• Effectively manage Contact Center operations for consistent performance achievements
• Identify relevant training needs of agents and Team Leaders, ensuring effective implementation
• Effectively manage shift operations
• Prepare work/manpower schedules, incorporating contingency plans.
• Interface with IT, HR, Training and Quality, as needed
• Collate data and generate MIS reports

III. Qualifications

A. Required Qualifications

• Bachelor's Degree (accredited), or in lieu of degree
• 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)

B. Preferred Qualifications

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.☒ Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

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