I. Job SummaryThe 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 objectivesTrack and ensure closure of complaintsEffectively manage Contact Center operations for consistent performance achievementsIdentify relevant training needs of agents and Team Leaders, ensuring effective implementationEffectively manage shift operationsPrepare work/manpower schedules, incorporating contingency plans.Interface with IT, HR, Training and Quality, as neededCollate data and generate MIS reportsIII. Qualifications A. Required Qualifications Bachelor's Degree (accredited), or in lieu of degreeHigh School Diploma or GED (accredited) and 4 years of work experience5 years of relevant experience managing and/or leading in a Contact Center team environment (in addition to education requirements)B. Preferred Qualifications IV. Physical RequirementsListed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.☒ Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc. If this sounds like the opportunity that you have been looking for, please click Apply.