Are you customer obsessed?
So are we. At Amazon, you’ll join us in our mission to be Earth’s most customer-centric company. What unites Amazonians across teams and geographies is that we are all striving to delight our customers, and make their lives easier. The scope and scale of our mission drives us to seek diverse perspectives, be resourceful, and navigate through ambiguity. Inventing and delivering things that were never thought possible isn’t easy, but we embrace this challenge every day. Although not all encompassing; the below provides an overview of your role as an Amazon Customer Service Team Manager (TM) where you will;
• Lead a team of associates in which you are responsible for coaching, engaging, and communicating in a way that drives results, manages performance, develops talent, and inspires innovation.
• Provide guidance to Customer Service Associates, using question-based coaching to motivate team members.
• Be the pulse of the business; actively observe barriers to compliance, productivity, and quality, and escalate for resolution.
• Manage performance goals, including leveraging disciplinary processes when necessary.
• Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required.
• Advocate for individual Customer Service Associate engagement (i.e., wellbeing, work/life balance needs of employees, recognition of contribution, effective communication, etc.).
• Explain tasks and procedures clearly; tailor messages depending on the individual or team; focus on communicating critical information / key points when delivering a message.
• Achieve and exceed specific metrics as outlined by operational units; take ownership and be accountable for the customer experience.
• Commit to an adjusting work schedule based on business, customer, and associate need. Flexibility is expected, and required. • In order to promote the Hire and Develop the Best in each vertical, this vacancy is limited to ACSC associates.
• Thrive or Liftoff graduate or previous acting role in Amazon
• For Reactivation purposes, a OM endorsement is required.
• Exceptional analytical and interpersonal skills
• Experience in Microsoft Excel, and Word (Mail Merge, pivot tables, VLOOKUPs, and macros to facilitate daily operations)
• Schedule flexibility, Hoop starts at 1 am and ends at 11 pm.
• Bilingual in speaking and writing English and Spanish• A Bachelor’s degree is preferred and/or relevant experience
• Experience leading a remote / virtual team
• Contact Center Operations experience
• Project Management methodology knowledge
• Experience managing KPIs
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.
