Referral Activation Trilingual Portuguese/English/Spanish Team Manager
Amazon.com
Lagunilla, CR
hace 10 días

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 procedures
  • Leadership

  • 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 decisions
  • Delivering 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 coaching
  • Deliver 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
  • Experience leading teams of 15-20 people.
  • Proficiency in US English and Brazilian Portuguese; and familiarity with language use specific to the United States and Brazil culture
  • Strong communication and people oriented skills desired.
  • Experience in understanding metrics and developing them, as required
  • Creative, detail oriented, and highly motivated team player.
  • Experience leading medium, multi-track, fast-moving teams.
  • Familiarity with general principles of workflow in an inbound call / email center
  • Ability to be flexible in shift assignments and work areas, including nights and weekends
  • Ability to function in an ambiguous, fast paced work environment
  • Experience working with various internal teams (including technical) to execute on requirements, surface and mitigate risks to delivery, and develop processes and tools
  • Three or more years as an operations, team, project, or program manager
  • Knowledge on process improvement and quality measures.
  • Exposure to process improvement / quality control tools and methods.
  • Demonstrated ability to lead diverse talent within a team, work cross-functionally, and build consensus on difficult issues
  • Prior supervisory or leadership experience
  • Experience supervising a team in a customer service environment
  • Ability to function in an ambiguous, fast paced work environment
  • Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired
  • Can drive understanding (i.e., using visual aids, able to recognize when a group or individual is lost and needs more attention).
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