Assistant Manager SBS

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

+ Bache...