Job ID: 2950156 | Amazon UK Services Ltd.
At Amazon we're working to be the most customer-centric company on earth and we are constantly working to improve our customer service. Our goal is to exceed expectations by continually striving to innovate and provide best in class customer support across a wide range of products and services.
Consumer is looking for a Customer Service Team Manager to support our Customer Service Agents. In this role, you will be managing a team of up to 20 Customer Service Associates and be responsible for the overall performance and operational delivery of your team. This will require you to work with key support functions such as Workflow, local leadership, quality team and Human Resources to review performance trends and opportunities and take continual action to improve the service level and quality of performance. Experience with operational management and process improvement is an asset and you should be comfortable with making decisions in the midst of ambiguity. Developing positive working relationships with your team and collaborating across multiple teams will be important for success in this role.
Key job responsibilities
You will be a people-focused leader who always strives to improve the performance of your team through a combination of coaching and engagement. You will have an eye for the detail and be able to analyze metric data to support your team and inform your stakeholders.
A day in the life
This role is about leading a team of Customer Service Associates support customers across a variety of blended skills and channels. It is a varied and challenging role where you will balance the needs of your Associates with the demands of the wider business. Key stakeholders include Workflow & our People Experience Team (HR). You will also contribute towards the success of the site through engagement activities and process improvement initiatives.
BASIC QUALIFICATIONS
- Fluent in English language skills
Skill Requirements:
Leadership:
- Experience coaching or leading people
- Understanding of effective coaching techniques
- Ability to create and continually support people through individual development plans
- Listening skills
- Positive communicator who understands when necessary how to have tough conversations
- Knows and communicates the Amazon mission, vision and strategy
- 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
- Role model contact handling skills
- Ability to review contacts to identify WOW moments and opportunities to support associates with coaching
Deliver Results:
- Time management and organizational skills
- Completes tasks on time to a high quality standard
- Takes action on issues and opportunities raised in team Gemba
- Helps associates understand the performance bar and supports them to reach it
- Drives team engagement and actions through Connections results and insights
PREFERRED QUALIFICATIONS
- Advanced computer skills across Microsoft Office
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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