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