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)
B. Preferred Qualifications
IV. Physical Requirements
Listed 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.
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Skills Required
- Bachelor's degree from an accredited institution, or a high school diploma/GED from an accredited institution with four years of work experience in lieu of the degree.
- Five years of relevant experience managing or leading a contact center team environment, in addition to education requirements.
What We Do
WM is North America's leading provider of integrated environmental solutions. We partner with our customers and communities to manage and reduce waste from collection to disposal while recovering valuable resources and creating clean, renewable energy. We are on a quest for environmental performance, a mission to maximize resource value, while minimizing – and even eliminating – environmental impact so that both our economy and our environment can thrive. WM tailors its services to meet the needs of each customer group and to ensure consistent, superior service at the local level. Headquartered in Houston, the company serves nearly 20 million municipal, commercial, industrial, and residential customers through a network of 367 collection operations, 355 transfer stations, 273 active landfill disposal sites, 16 waste-to-energy plants, 104 recycling plants, and 111 beneficial-use landfill gas projects.
