Amazon is looking for Customer Service Group Managers to support and lead teams supporting the Brazil Marketplace here in Costa Rica.
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online.
By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-
class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA.
The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.
A BR Customer Service Group Manager sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals while finding ways to achieve Amazon’s mission to be Earth’s most customer centric company.
Also drives exceptional results, grows talent, leads projects and raises the bar in a fast paced environment.
The Group Manager is responsible for the overall direction, coordination, quality and productivity of contact center operations.
This position requires a candidate who has the ability to drive process improvements, and keep pace with our growth while motivating others to meet the challenges of an extremely customer focused and metrics driven environment.
People Management Responsibilities :
Lead and manage teams of 3-7 Team Managers (direct reports) and 40-80 Customer Service Associates (indirect reports); responsible for the overall direction and performance of the teams.
Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures. Additional responsibilities include interviewing, training and motivating employees;
planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.
Manage the career growth and development of the team by driving focus on Amazon's Core Values. Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as a role model.
Leading site level initiatives, primary owner of a functional responsibilities that impact overall site and may require interface with other sites in network.
Project Management Responsibilities :
Solving complex customer service issues and proactively preventing negative service trends.
Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
Managing workflow, escalations and effectively delegating workload across the leadership team.
Participating in business leadership meetings; developing and driving strategies and programs, which improve the competitive position and profitability of the organization.
Driving creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean / Kaizen activities, and other Change / Six Sigma initiatives.
University Bachelor’s degree completed.
3+ years’ experience in Operations with progressively increasing responsibility
Experience leading around 4-7 Team Managers (direct reports) and 40-80 Technical Customer Service Associates (indirect reports)
Advanced knowledge of Excel and reporting tools (Tableau, Heartbeat, RedHawk, etc)
Project Management experience
95% Portuguese Proficiency
95% English Proficiency
Demonstrated ability to build, develop, direct, and manage a group of direct and indirect reports
Direct experience in Contact Center Operations (Customer Service, Technical Support L1 / L2 / L3)
Experience managing core business KPI’s
Knowledge of Six Sigma / Lean Processes
Ability to be flexible in shift assignments and work areas, including nights and weekends
Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired
Ability to function in an ambiguous, fast paced work environment
Master’s degree or MBA will be a plus
Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical / statistical tools to drive quality and process improvement
Ability and desire to relocate within Amazon Buildings in SJO to take advantage of future growth opportunities
Strong communication and presentation skills
Leadership experience leading front line managers