Job Summary
Are you are passionate about driving process improvement and motivating a team of driven, customer-obsessed associates and team leads? Do you love to analyze systemic issues and implement solutions to challenging problems? If you answered yes to both these questions we have the career for you!
A Team Manager sets the vision and culture of their teams by setting individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and implementing dynamic solutions.
People Management Responsibilities:
Leading and developing a team of 20-30 associates; responsible for the overall performance management, coordination and evaluation of the team
Develop and Achieve performance goals and objectives in line with the network wide vision and goals
Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training, planning and assigning work, reviewing employee performance, and conflict resolution
Mentoring to new managers and as well as employees with high growth potential
Leading site-level initiatives, primary owner of functional responsibilities that impact overall site: Performance Related Pay and transportation are two examples
Communicating policies to associates as the primary information source for staff
Ensure compliance and consistency; corrective action and documentation
Business/Operations Management Responsibilities:
Management of SLAs (Service Level Agreements), quality, and customer experience
Trouble shoot issues relating to process affecting the SLAs compliance
Responsible for quality and productivity of assigned team
Developing and achieving performance goals and objectives
Identifying customer issues, building and implementing solutions to include process improvements
Drive process improvement and continuous improvement culture through ‘kaizen’ and lean projects
Identifying and eliminating barriers to accuracy, productivity, and quality - Completed Bachelor’s degree from an accredited university
- At least 4 years of people management experience handling teams of 20–30 associates
- Contact Center Operations experience (Customer Service, Sales, or Collections)
- Based in Davao City- Fluent in English
- With remote work experience
- MBA or Master’s Degree
- Six Sigma/Lean Processes Improvement
- Advanced computer skills using a variety of software including Microsoft Excel for reporting and analysis
- Project management methodology knowledge
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
