Amazon Vision Operations Center Team Manager
San Jose, CR
hace 1 día

Job Description

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.
  • Prior applying, please consider the following :

  • 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 SJO19 building, located in the America Free Zone (AFZ), Cariari, Heredia.

  • Our production schedules for front-line Team Managers are assigned based on business needs and organizational demands to meet global standards.
  • Night and graveyard shifts are not available at this time. In addition, if selected for this role, you will be required to work at least one weekend day and / or holidays.

    This job requires schedule flexibility which includes but not limited to working weekends and / or holidays.

    Amazon is committed to a diverse and inclusive workplace.

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