D2AS Customer Service Team Managers set the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions and one-
on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolution of a supervisory nature.
Overall responsibilities include :
Lead and develop a team of up to 20 direct report associates. Responsible for the overall direction, coordination and evaluation of the team.
Expected to be a subject matter expert for their teams.
Coaching technical support associates and mentoring them as they seek additional opportunities or self-development activities, Identifying bottom performers and using existing methods and tools to apply the appropriate performance management plan.
Performance management (identification of trends in metrics and delivery of feedback and expectations to improve performance)
Coaching customer service associates and mentoring them as they seek additional opportunities or self-development activities, Identifying bottom performers and using existing methods and tools to apply the appropriate performance management plan
Use existing policies and tools to apply the appropriate disciplinary action for attendance and behavioral issues
Team managers are front line production leaders who will not be required to lead process improvement initiatives. However, the contribution of ideas is always needed and encouraged within the normal standard Gemba process.
Excellent ability to solve customer service issues and demonstrate passion for delivering a positive Customer experience
Interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees;
resolving conflicts, and managing risk for Amazon.
The team manager Manager must communicate policies to associates and become the primary information source for staff; following-
up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
Understanding and use of Customer Service and Company systems and understanding and control of department functions and proceduresSkill RequirementsLeadership
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 decisionsDelivering Service
Knows Amazon process and policies at an expert level
Role model contact handling skills
Ability to review contacts to identify WOW moments and opportunities to support associates with coachingDeliver Results
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
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