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.
2+ years leadership experience in a contact center enviroment, managing groups from 20 - 25 associates
Bachelor’s degree in Business Administration, Engineering or similar field
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 multi-lingual teams