Sds Team Manager - Provincia di Trieste, Friuli-Venezia Giulia, Italia - Amazon Dev Center India - Hyd

Descrizione

- Prior experience in customer service background would be an added advantage - Advanced computer skills using a variety of programs highly desired - 24/7/365 availability, including willingness to work on weekends, and outside of the "standard" work day - Willingness to work for any sub-process within SDS teams; including Virtual Customer Service (Work from Home).

Shipping & Delivery Support (SDS) is looking for a new permanent Team Manager to support our growth within India and help pioneer support for our growing transportation customer segments.

In this role, you will be managing a team of 20-30 Customer Support 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 SDS WW & EU leaders, Delivery Station Operations, Program Managers, Recruiting, 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 preferred 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.

• Leading and developing a team of 2030 associates; responsible for the overall performance management, coordination and evaluation of the team.
• Actively participate in and drive the continuous improvement culture through 'kaizen' and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
• Carrying out supervisory responsibilities in accordance with Amazon's policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employee performance; and effective conflict resolution.
• Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom associates into future CS Managers
• Leading Site Level initiatives, primary owner of functional responsibilities that impact overall site like Performance Related Pay, transportation etc. and may require interface with other sites in network
• Communicating policies to associates and become the primary information source for staff; followingup to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
• Develop and Achieve performance goals and objectives in line with the network wide vision and goals

• Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.
• Assist in developing and implementing training programs to improve the quality and productivity of the team.
• Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
• Developing and achieving performance goals and objectives in line with the network wide vision and goals.
• Focus on management of SLA, quality and customer experience
• Trouble shooter in case of issues relating to process affecting the SLAs
• 2+ years previous experience supervising a team in customer service environment
• Ability to function in an ambiguous, fast paced work environment
• Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills
• Confident in using Microsoft Package (especially Excel)
• Experience in Contact Center Operations (Customer Service, Sales, or Collections)
• Strong in data manipulation and analysis
• Preferred Project Management & knowledge of Six Sigma/Lean Processes