Responsibilities include, but are not limited to :
Lead, develop and motivate a team of 20-25 associates through 1 : 1s, behavioral and customer handling coaching and individual development plans;
develop talent and manage team performance in order to meet and exceed customer satisfaction goals
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.
Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis
File and track tickets, following up on blocks to productivity
Provide regular, formal & informal feedback to up to 40 data associates (direct reports)
Identify and help implement process-related improvement using methodologies such as Kaizen, six sigma, or lean.
Liaise with Program Management and other global operations team leads to manage risks & propose mitigation strategies
Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.
Represent the Voice of the Customer / associate during Gemba walks, participate in Kaizen events and other continuous improvement initiatives in order to escalate systemic problems
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.
Demonstrates strong interest in hiring and developing people in their respective roles
This is not a virtual position. Due to the current situation caused by COVID-19, if selected for this role, all necessary equipment will be sent for you to work from home.
However, once our company provides clearance, you will be required to continue working from our SJO16 building, located in the America Free Zone (AFZ), Cariari, Heredia.
Amazon is committed to a diverse and inclusive workplace.