Team Manager - Customer Service - Amazon
Job Description
Are you are passionate about driving
process improvement and motivating a team of driven, customer-obsessed
associates and team leads? Do you love to analyze systemic issues and implement
solutions to challenging problems? If you answered yes to both these questions
we have the career for you!
A Team Manager sets the vision and
culture of their teams by setting individual and team performance
expectations/goals, maintaining focus on improving customer satisfaction, and
identifying customer impacting issues and implementing dynamic solutions.
Key responsibilities include:
People Management:
- Leading and
developing a team of 20-30 associates; responsible for the overall performance
management, coordination and evaluation of the team - Develop and Achieve
performance goals and objectives in line with the network wide vision and goals - Carrying out
supervisory responsibilities in accordance with Amazon’s policies and
procedures; additional responsibilities include interviewing, training,
planning and assigning work, reviewing employee performance, and conflict
resolution - Mentoring to new
managers and as well as employees with high growth potential - Leading Site Level
initiatives, primary owner of functional responsibilities that impact overall
site: Performance Related Pay and transportation are two examples - Communicating policies to associates as the primary information source for staff
- Ensure compliance
and consistency; corrective action and documentation
Business/Operations Management:
- Management of SLAs (Service Level Agreements), quality, and customer experience
- Trouble shoot issues relating to process affecting the SLAs compliance
- Responsible for quality and productivity of assigned team
- Developing and achieving performance goals and objectives
- Identifying customer issues, building and implementing solutions to include process improvements
- Drive process improvement and continuous improvement culture through ‘kaizen’ and lean projects
- Identifying and eliminating barriers to accuracy, productivity, and quality
Qualifications
Basic Qualifications
Completed Bachelor’s Degree from accredited university- 2 years people leadership experience with teams of 10-20 associates
- English language fluency
- Contact Center Operations experience (Customer Service, Sales, or Collections)
Position Qualifications
- MBA or Master’s Degree
- Six Sigma/Lean Processes Improvement
- Advanced computer skills using a variety of software including Microsoft Excel for reporting and analysis
- Project management methodology knowledge
Amazon is an Equal Opportunity Employer.