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Customer Service Team Manager

Company: Amazoncom Services Inc
Location: Kennewick
Posted on: May 26, 2019

Job Description:

Education - Bachelor's Degree - Master's Degree Skills - Time Management - Project Management - Project Management Methodology - Customer Service - Excel - Bachelor's degree or two years of experience in Amazon CS - One year of experience in a leadership role - Contact Center Operations experience (Customer Service, Sales, or Collections) - Ability to work any shift including: weekends shifts, and holiday shifts Work hard. Have fun. Make history. Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon associates will deliver world class service to our customers. Amazon is looking for Team Manager based in Kennewick, WA who will lead and support a team of 15-20 Customer Service Associates. The number one priority for this role is to support the associates who will directly report to you. In this role you will be responsible for the coaching, development, performance and engagement of your associates. The role expects your people to be your exclusive focus and you will be tasked with supporting your people and removing any barriers that prevent them from demonstrating the Amazon Contact Tenets on every contact. The ideal Team Manager understands that supporting people is the most critical role they perform. They provide a world class experience for their team by being open, approachable, and engaging. In turn, Associates provide a world class experience for our customers. You will be responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success. As a single threaded leader for your people 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 issues arising in your team Gemba. As a leader you will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon Contact Tenets; you will ensure your people understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel. 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 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 to hiring decisions Delivering Service - Knows Amazon process and policies at an expert level - Role model contact handling skills - Ability to review contacts to identify WOW moments and opportunities to support associates with coaching Deliver Results: - Ability to use data and insights to identify system issues and develop team members. - Strong 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 About our rewards We'll expect you to go the extra mile, but we'll also make sure you're well rewarded. As well as a competitive salary and stock units we offer a host of other benefits. If you thrive in a challenging and fast-paced environment, you'll meet your match with us, as you will be part of a vibe of constant improvement, where the things you do one moment, you will not necessarily be doing 6 months later. We don't like to sit still, which is why we always treat every day like the first day. A day to make more good things happen for our customers. It's that kind of spirit that drives our success now and keeps us ahead of the competition in the future. And you could be part of it. It's as simple as this: Work Hard. Have Fun. Make History. Amazon is an Equal Opportunity Employer - Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age - 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

Keywords: Amazoncom Services Inc, Kennewick , Customer Service Team Manager, Executive , Kennewick, Washington

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