Aug'25 : Data Analytics - India Assistant Manager, Business Services || Gurgaon

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