Virtual Contact Services Operations Manager
Amazon.com
CR
hace 9 días

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people.

If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an exceptional manager and analyst who is passionate about the Customer Experience, who thinks / acts globally, and who has the ability to contribute major innovations in the industry to join us as Virtual Contacts Customer Service Operations Manager.

The ideal candidate will possess both an optimization background that enables him / her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives.

He / she will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.

The successful candidate will :

  • Create best capacity plans for business by managing trade-offs between Customer Experience / Service Levels, Employee Experience, and Cost Effectiveness.
  • Develop and improve multiple forecasting models using data analysis and statistical tools.
  • Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage / track exceptions.
  • Participate in wider customer service projects and initiatives. He / she will own providing optimal CS solutions for upcoming initiatives.
  • Coordinate with Operations, Capacity Planning and Finance teams across the global CS team to analyze historical data and forecast demand.
  • Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.

  • Support local site management to optimize staffing requirements. Manage SLA through Phone / Email routing and monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA.
  • Fully leverage existing technology, including global standardization of reporting.
  • Display excellent written communication skills with an ability to transform data points into written explanations and is comfortable with a narrative style of business presentations.
  • Carry out supervisory responsibilities in accordance with Amazon's policies and procedures. Additional responsibilities include interviewing, training and motivating employees;
  • planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

  • Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.
  • Manage the career growth and development of the CS team by driving focus on Amazon's Core Values. Play a critical role in building analytical depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as a role model for these skills.
  • Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics)
  • Experience building and analyzing models using various statistical tools for forecasting and optimization.
  • 2+ years’ experience in analysis required.
  • 5+ years as a people manager with excellent people management skills.
  • Proficient in Microsoft Excel.
  • MBA preferred
  • Project Management knowledge preferred
  • CS Specialties experience
  • Analysis experience in Customer Service or Operations preferred
  • Operations Research or Capacity Planning experience strongly preferred.
  • Some programming experience is a plus to automate tools whenever appropriate.
  • Basic / Working knowledge of Six Sigma tools and Lean techniques preferred.
  • Experience utilizing SQL
  • 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
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