Job Description

Job Category: India Business Services
:
As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.
Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.
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
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• 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. Supervisory Responsibilities

• This job has direct supervisory duties of managing at least 10 agents/processors.

IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience

• Education: Any graduate.
• Experience: Five (5) years of relevant experience managing and/or leading in a Contact Center team environment (in addition to education requirements).

B. Certificates, Licenses, Registrations or Other Requirements

• None required.

C. Other Knowledge, Skills or Abilities Required

• Proficiency in Microsoft Office
• Ability to handle successfully multiple projects at one time
• Excellent written and oral English communication
• Ability to work in flexible shifts
• Team Leading abilities
• Transitioning
• Process Improvement

V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work day;
• Required to exert physical effort in handling objects less than 30 pounds rarely;
• Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) rarely;
• Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
• Normal setting for this job is: office setting.

Benefits
At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for, please click "Apply.

Skills Required