Amazon - Team Manager - Customer Service

Team Manager, Customer Service

Job Description:

Rekindle Position (This is an opportunity for female candidates with a minimum 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

- Demonstrated ability to handle reporting and analysis

- Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations

- 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)

- Preferred Project Management & knowledge of Six Sigma/Lean Processes.

PREFERRED QUALIFICATIONS:

- Bachelor's 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

Key job responsibilities:

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

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.