The Operations Manager is responsible for the coordination of the operations of a Selling Partner Support contact centre.
This position is focused on the quality and efficiency metrics used to measure the overall operational excellence. Partnering with onsite and remote program managers, this role facilitates the transition of new projects, products, systems and processes from project to operational status.
The Operations Manager owns site goals and objectives in line with global strategic planning and coordinates with recruitment, training and workforce management to meet the forcasted demand.
Leading teams of managers, supervisors and associates, the Operations Manager’s goal is to deliver the perfect selling partner interaction.
Summary of Responsibilities :
Manages a team of up to 180 headcount consisting of team managers, supervisors, technical advisors and associates.
Motivate employees to achieving the perfect seller interaction, service level agreements and targeted quality and productivity goals.
Coach and develop associates, tech advisors, supervisors and managers on career paths for internal promotion and job enrichment opportunities.
Identify system and process improvement opportunities which will directly influence the selling partner experience.
Facilitate programmatic transition to operational go live status.
Manage and coordinate change management initiatives.
Implement communications strategy across the site.
Participates in recruitment and selection activities including role modeling through hiring decisions and processes.
Manages performance and behavior of direct reports through effective 1 : 1 meetings, coaching and mentorship.
Maintains a positive and professional demeanor always portraying the site and 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
Strong business acumen, exceptional organizational, people and process management and an inquisitive nature. The ideal candidate actively seeks to understand Amazon core business values and initiatives, and translate those into everyday practices.
They will be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving skills with an unrelenting passion for excellent service to our Selling Partners.
This position requires a candidate who has the ability to stay focused and keep up with our continuous and fast-paced growth all while motivating others to meet the daily challenges of an extremely deadline-driven environment.
The ideal candidate will have a strong commitment to employee development (including an emphasis on selection and retention), as well as an exceptional level of dedication, motivation and intelligence.
Strong communication skills as well as a strong technical and analytical aptitude are required.
Degree Qualification in business or management
3+ years of successful experience in an Operations Management role in an English contact center environment
Demonstrated ability to lead large teams (150+ employees)
Demonstrated ability in managing reporting and analysis
Demonstrated ability to put team priorities into a larger business context and make difficult tradeoffs caused by new or changed business goals and / or resource reductions
Understanding of Lean and Six Sigma and a keen interest in and familiarity with technical systems
Advanced knowledge of Excel is required for this role.
Strong presentation skills and the ability to motivate and inspire large groups of people are a must
Proven ability to build relationships quickly
Decision Making / Complex Problem Solving- proactively gather the right data from appropriate sources, probe / consider all of the facts, considers other perspectives;
conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently
Masters degree in business, management or similar
Project Management Professional certified