Work hard. Have fun. Make history.
The Amazon Home Services team is looking for a Team Supervisor to join the the Value Added Services (VAS) organization.
As a VAS Supervisor your number one priority will be to support the associates who will directly report to you. In this role, you will be responsible for coaching, developing, driving performance and engagement.
You will be tasked to support them and remove any barriers that prevent them from demonstrating the Amazon Leadership Principles.
The ideal Team Manager understands that supporting their people is the most critical role they perform; to achieve this they are open and approachable, they build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world-class service.
You will be responsible for using quantitative and qualitative data to identify opportunities to improve processes, help your people and celebrate their success.
You will take care of all elements of your associates satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on any issues that might arise.
Skill Requirements : Leadership :
Experience coaching or leading people
Understanding of effective coaching techniques
Ability to create and continually support people through individual development plans
Strong listening and written skills
Positive communicator who understands when is necessary to have tough conversations
Knows and communicates the Amazon mission and CS Contact Tenets
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
Working knowledge and well versed in Amazon Home Services process and policies
Role model contact handling skills
Deliver Results :
Strong time management and organizational skills
Being able to make decisions within a dynamic and ever changing environment
Completes tasks on time to a high quality standard
Takes action on issues and opportunities raised by team members on a timely manner
Helps associates understand the performance bar and supports them to reach it
Drives team engagement and actions through Connections results and insights
Efficiently drives process improvement mechanisms
1+ years of experience as a Team Manager in contact centers.
Fluent in English (speak, read and write)
Excellent communication skills (spoken and written)
Experience driving recommendations and implementing new ideas to fix negative behaviors.
Strong Analytical Skills reviewing metrics.
Proficiency in Microsoft Outlook and MS Office applications
Strong Process Improvement experience.
Flexibility in work schedule - (including weekends).
Ability to explain technical details in simple terms.
Ability to work in a fast paced environment where high performance is expected and short deadlines.
Ability to work with network stakeholders and different departments.
College qualification preferred.
1+ year of relevant analytical experience.
Experience working with third party sellers or providers.
Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality.
Demonstrated ability to work as an effective team member.
Salesforce & Paragon Experience
Lean & Six Sigma Certification