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. Qualification...