Jun'26 : DCR - India Assistant Manager, Business Services

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).
  
  

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