Description
The Concierge Assistant Manager leads the day-to-day operations and people management of an assigned team of Concierge Agents, Specialists, and Executives. Reporting to the Operations Manager, the role manages shift delivery across voice, digital, and other contact channels; monitors service performance; handles complex escalations; coaches and reviews team performance; coordinates with operational and support teams; and supports service improvements and operational readiness. The role requires a bachelor's degree or equivalent experience, 2–4 years of relevant contact centre or guest operations experience, and at least one year in a formal team-leader or supervisory role.
