Customer Service Group Manager, Customer Service Job at Amazon.com Services LLC
- Bachelor’s Degree or equivalent
- 1+ years of previous experience managing 25+ customer service associates in a customer service environment in contact centers and/or retail stores
- Proficient in Excel
- Physically located in the United States
Amazon is looking for a Customer Service Group Manager who will have responsibility for up to 200 associates and direct line management of 4-6 Team Managers. The number one priority for this role is to ensure that associates are supported to deliver a world class experience. The role will require you to ensure your Team Manager priorities remain focused on supporting their associates. To enable Team Managers to focus on supporting their people, you will oversee the operational delivery of the teams you lead. The ideal Customer Service Group Manager ensures that Team Manager priorities and tasks are aligned to supporting associates apply the Amazon Contact Tenets. To achieve this, an ideal Group Manager coaches and supports their Team Managers to 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 the overall performance and operational delivery of your teams, this will require you to work with key support functions such as Capacity Planning and Quality Assurance to review performance trends and opportunities and take continual action to improve the service level and quality of performance. You will be an escalation point for your Team Manager and their people to take action on issues or barriers impacting the customer experience and will lead Kaizen events to solve people or customer issues. You will represent your team in the wider business, being accountable for creating the input, actions and representation of team performance in standard meeting routines such as metric calls. You will also be a key partner for business teams when operational points of contact to co-ordinate launches, messaging or reviews are required.
- MBA
- Knowledge of Six Sigma/Lean processes
- Absolute passion for ensuring a great customer experience
- Ability to work in an ambiguous, fast paced environment
- Executive presence and ability to communicate effectively
- Track record for being detail-oriented with a demonstrated ability to motivate and influence teams outside of your direct purview.
- Proven track-record of taking ownership and driving results.
- Strong data analytical skills and proven experience developing and using tools to analyze large data sets to drive decisions.
- Comfortable working in a diverse group and contributing to an inclusive culture
- Excellent communication skills – verbal and written
- Should be comfortable with a multi-tasking in a high-energy environment
- Should be creative and analytical problem solver with a passion to provide excellent customer service
- Demonstrated ability to work in a team in a very dynamic environment
- Should be competent in influencing and managing change
- Strong time management, prioritization, and problem-solving skills
- Demonstrated decision making skills
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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Please Note :
ajayjain.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, ajayjain.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.