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




* minimum 6 years of relevant experience managing and/or leading in a Contact
Center team environment (in addition to education requirements)

B. Preferred Qualifications

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and
occupational risks, and the work setting 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.

V. Benefits
WM India offers comprehensive healthcare, accidental insurance, medical and life
coverage, voluntary parental insurance, optional NPS contributions, and
statutory payment of gratuity benefits for eligible employees.

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

📌 India Assistant Manager, Business Services
🏢 Waste Management, Inc. (WM)
📍 India