Manages performance and behavior of 20 SPS Associates through effective 1 : 1 meetings, coaching, and mentorship.
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.
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 demand.
Manages schedules, monitors adherence, time-off planning, and attendance.
Identify and implement process improvement change initiatives.
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.
Ideal Candidate Profile
An Supervisor will lead a team of associates and be responsible for managing all daily tasks. It includes activities such as knowledge development, escalation support, deep dives, and coaching support.
The ideal candidate should be already experienced in Selling Partner operations.
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 Employee 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.
1+ year of experience as supervisor in contact center / customer service environment.
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.
Bachelor’s degree in Business Administration, Engineering or similar field.
Experience leading teams.