Selling Partner Support Supervisor
San Jose, CR
hace 1 día


Manages performance and behavior of 20-25 SPS associates through effective 1 : 1 meetings, coaching, and mentorship.

  • Direct line management for the Selling Partner Support Associate role
  • Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
  • Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
  • Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.
  • Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
  • Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.
  • Participates in Kaizen events to identify and implement process improvement change initiatives.
  • Conducts Seller interaction audits and provide coaching to improve performance.
  • Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
  • Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
  • Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.
  • Ideal Candidate Profile

    Solution focused, with passion for people leadership and a drive to nurture a culture of innovation reinforcing the value of the Amazon leadership principles.

    Excels at providing coaching and mentoring to others with a goal of achieving success. Advocate for Associate engagement, fostering teamwork and collaboration towards achieving team goals.

    The ideal candidate will have a demonstrated ability to lead by example, motivate others to excellence and insist on the highest standards around performance, behaviors, and Seller interactions.


  • 1.5+ years leadership experience in a contact center enviroment, managing groups from 20 - 25 associates
  • Demonstrated strong interpersonal and effective, clear and professional written and oral communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
  • Proven ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
  • Demonstrated ability to analyze data, using the data to drive decision making.
  • Fosters a positive team environment and collaboration within the site.
  • Easily approachable, cooperative, and a team player, easily gains the trust and support of associates and peers.
  • Strong prioritization and time management skills, with a high degree of flexibility.
  • Proven ability to embrace constant change with flexibility and good grace.

  • Sig Sigma knowledge
  • Experience in managing teams of 20-25 associates
  • Bachelor’s degree in Business Administration, Engineering or similar field
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