AWS CS Team Manager
Amazon
Flores, CRI
hace 1 día

Job summary

The AWS Customer Service team provides support to a wide range of external customers helping them understand what Cloud Computing is all about, and whether it can be useful for their business needs.

This team also assists with account and billing related inquiries, and interfaces with Amazon teams focusing on AWS to provide the perspective of the Voice of the Customer.

As a Customer Service Team Manager within AWS, you are responsible for ensuring that front line associates are setup for success.

You will provide coaching and training as needed to help team members achieve their customer satisfaction goals. You will field the customer e-mail, chat and phone contacts and interface with other AWS groups to drive resolution on issues that are escalated by your immediate team.

You will be the main point of contact to the associates for advice and guidance on best practices within the Customer Service field in AWS.

Your responsibilities will include, but will not be limited to :

  • Lead a team of approximately 10-15 associates; responsible for overall direction, coordination, and evaluation of the team.
  • Identify and eliminate barriers impacting accuracy, productivity, and quality of the team
  • Organize, prioritize and schedule work assignments to meet business need while maintaining staff schedule, capacity planning and team resourcing (hiring).
  • Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional rewarding and disciplining employees;
  • and effective conflict resolution

  • 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.

  • Lead team in an environment through changes in circumstances, direction and strategy
  • Performing deep dive analysis on selected customer contacts to gather lessons learned and use that information to update internal reference materials and processes
  • Driving and defining projects and timelines to improve support-related processes and providing quality reports and status updates to stakeholders
  • Perform ambiguous tasks without guidance and support and have the ability to suggest actions without having all the information.
  • This role does require the ability to work weekends and / or evenings.

    About Us

    Inclusive Team Culture

    Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally.

    We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences.

    Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

    Work / Life Balance

    Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life.

    We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment.

    We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

    Mentorship & Career Growth

    Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship.

    We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

    BASIC QUALIFICATIONS

  • 2+ years of Team Manager / Supervisor experience in Contact / Call Center environment, directly managing teams of 10+ employees
  • General knowledge in one or more technology domain areas (e.g., cloud computing, internet, network, software, systems)
  • Demonstrated advanced proficiency in English both written and spoken
  • Computer literacy with experience using Windows / MS Office (i.e., Outlook, Excel)
  • High school Diploma
  • PREFERRED QUALIFICATIONS

  • Associate or Bachelor degree in a technical related field
  • Demonstrated project management experience
  • Knowledge of Cloud Computing technologies or familiarity with AWS products and features
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