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Feb'26 : Customer Service - India Assistant Manager, Business Services at WM

Gurgaon, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

01 Jun, 26

Salary

0.0

Posted On

03 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Performance Metrics Monitoring, Complaint Closure, Contact Center Operations, Training Needs Identification, Shift Management, Manpower Scheduling, Contingency Planning, Data Collation, MIS Reporting, Process Improvement

Industry

Environmental Services

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. If this sounds like the opportunity that you have been looking for, please click Apply.

Responsibilities

The Assistant Manager will lead a team of agents and team leaders, focusing on improving efficiencies to meet targeted compliance standards within a defined period. Essential duties include monitoring performance, tracking complaints, managing contact center operations, and identifying training needs for staff.