Amazon is looking for Virtual Team Managers who will lead and support a team of 15 Customer Service Associates.
The number one priority for this role is to support the associates who will directly report to you. In this role you will be responsible for the coaching, development, performance and engagement of your associates.
The role expects your people to be your exclusive focus and you will be tasked with supporting you people and removing any barriers that prevent them from demonstrating the Amazon CS Contact Tenets on every contact.
The ideal Virtual 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 and invests time in developing their people to become legends! 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 Gemba.
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.
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
Role model contact handling skills
Ability to review contacts to identify WOW moments and opportunities to support associates with coaching
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
Minimum high school diploma
Minimum 2 years of experience in a people leadership role
Exceptional analytical and interpersonal skills
Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills
Ability to Work from Home
Excellent verbal and written communication skills (English / Spanish proficiency)
Ability to be flexible in shift assignments and work areas, including nights and weekends
Experience leading teams of 15-20 people.
Ability to function in an ambiguous, fast paced work environment
VCS Requirements (mandatory) :
Have (or be able to obtain) High Speed Internet (10 MGBs up / 2 MGBs down, or better).
Have (or be able to attain) another means of communication (personal landline or cell phone, for emergency purposes only).
Knowledge on process improvement and quality measures
Previous experience working on a virtual environment