Concierge Assistant Manager

About the role

The Concierge Assistant Manager leads a team of Concierge Agents, Specialists and Executives, translating daily operational plans into effective shift delivery across voice and digital channels. Reporting to the Operations Manager, the role ensures coverage, service performance and a consistent guest experience.

Key responsibilities

• Translate daily operational plans into effective shift delivery across voice and digital channels.
• Maintain coverage and service performance while managing individual and team results.
• Ensure a consistent and high‑quality guest experience.
• Own escalations beyond Specialist authority and provide timely decisions within delegated limits.
• Collaborate with Workforce Management, Quality, Training, Business Process and Technical support teams to resolve operational issues.
• Support the Operations Manager in implementing department strategy, workforce plans, approved policies and change initiatives.
• Drive continuous improvement of service performance and operational results.
• Monitor and adjust staffing levels to meet fluctuating demand across channels.