Team Manager – Customer Service, Customer Service
Amazon
DESCRIPTION
Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon associates will deliver world class service to our customers.
We continue expanding our Customer Service operation in Colombia and we are looking for leaders like you!
Check the job description of the role below, update your resume and apply now!
Customer Service Team Manager
The Team Manager will lead and support a team of 20 Customer Service Associates.
The number one priority for this role is to support the associates in areas such as: coaching, development, performance and engagement and removing any barriers that prevent them from demonstrating Amazon principles on every contact.
The ideal Team Manager understands that supporting their people is the most critical role they perform, to achieve this, they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them. They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service.
You will be responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success. As a single threaded leader for your people you will take care of all elements of your associates satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on issues arising in your team.
As a leader of customer facing associates, you will be expected to role model world class service by regularly handling customer contacts. As a leader you will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon CS Contact Tenets; you will ensure your people understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel.
Skill Requirements:
- Leadership
- Experience coaching or leading people
- Understanding of effective coaching techniques
- Ability to create and continually support people through individual development plans
- Strong listening skills
- Positive communicator who understands when necessary how to have tough conversations
- Knows and communicates the Amazon mission, vision and strategy
- Ability to confidently facilitate team discussions and communicate business messages
- Maintains a high level of professionalism and approachability
- Confidence to interview and demonstrate understanding of performance and leadership performance bar and effectively apply to hiring decisions
- Delivering Service
- Knows Amazon process and policies at an expert level
- Role model contact handling skills
- Ability to review contacts to identify WOW moments and opportunities to support associates with coaching
- Deliver Results
- Strong time management and organizational skills
- Completes tasks on time to a high quality standard
- Takes action on issues and opportunities raised in team Gemba
- Helps associates understand the performance bar and supports them to reach it
- Drives team engagement and actions through Connections results and insights
BASIC QUALIFICATIONS
- 2 years as a people manager
- A Bachelor’s degree
- Advanced or Fluent English and Portuguese
- Schedule flexibility
- Exceptional analytical and interpersonal skills
- Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills
- Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
- Excellent speaking-listening-writing skills, attention to details, proactive self-starter
- Ability to work successfully in a dynamic, ambiguous environment
- Ability to meet tight deadlines and prioritize workloads
- Ability to develop new ideas and creative solutions
- Exceptional influencing and leadership skills
PREFERRED QUALIFICATIONS
- Knowledge on process improvement and quality measures
- Knowledge of continuous improvement process
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