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Amazon Development Centre India Reviews by Employees

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sds associate

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Job Description: Rekindle Position (This is an opportunity for female candidates with a min 1 year career break) BASIC QUALIFICATIONS: - Demonstrated ability to build, develop and handle a group of people - Ability to support Business and provide solutions to customer pain points - Ability to handle complex and ambiguous scenarios - Ability to organize, prioritize and schedule work assignments - Ability to make administrative and procedural judgements - Demonstrated ability to handle reporting and analysis - Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations - Ability to effectively and efficiently complete difficult goals or assignments - Can adapt well to changing circumstances and strategy - Strong interpersonal and communication skills - Comfortable in using Microsoft Package (especially Excel) - Fluent English skills are required for this role - Experience in Contact Center Operations (Customer Service, Sales, or Collections) - Strong in data interpretation and audit - Preferred Project Management & knowledge of Six Sigma/Lean Processes PREFERRED QUALIFICATIONS: - Bachelors degree, MBA or equivalent degree from a premier institute. - 4+ years of experience. Prior experience in customer service background would be an added advantage - Advanced computer skills using a variety of programs highly desired - 24/7/365 availability, including willingness to work on weekends, and outside of the "standard" work day - Willingness to work for any sub-process within CAP teams including Virtual Customer Service (Work from Home). Key job responsibilities: 1. People Management: - Guiding and developing a team of 20-30 associates; responsible for the overall performance management, coordination and evaluation of the team. - Passionately participate in and drive the continuous improvement culture through kaizen' and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality. - Carrying out supervisory responsibilities in accordance with Amazon's policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employee performance; and effective conflict resolution. - Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom associates into future CS Managers - Spearheading Site Level initiatives, primary owner of functional responsibilities that impact overall site like Performance Related Pay, transportation etc. and may require interface with other sites in network - Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken. - Develop and Achieve performance goals and targets in line with the network wide vision and goals 2. Business/Operations Management: - Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate. - Assist in developing and implementing training programs to improve the quality and productivity of the team. - Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures. - Developing and achieving performance goals and targets in line with the network wide vision and goals. - Focus on management of SLA, quality and customer experience - Trouble shooter in case of issues relating to process affecting the SLA.

Hyderabad

Mumbai

Rajasthan

Maharashtra

Punjab

Amazon - Team Manager - Customer Service 

Job Description for Amazon - Team Manager - Customer Service  in Amazon Development Centre (India) Pvt. Ltd. in  Hyderabad Mumbai Rajasthan Maharashtra Punjab for (4-26) years of experience. Apply Now!

Amazon - Team Manager - Customer Service  | iimjobs.com