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LeadershipPeople managementCoachingCustomer serviceCommunication skills
Requirements
Candidates must have prior leadership and people management experience in customer-facing roles and possess a bachelor's degree or equivalent. Proficiency in English and strong communication, organizational, and data analysis skills are required.
Job Description
Are you passionate about motivating and developing a team of driven, customer-obsessed associates? Do you love to dive into systemic issues and develop solutions to challenging problems? If you answered yes to both these questions we have the career for you! Amazon is looking for a Team Manager who will have responsibility for approximately 20 to 25 associates.
The number one priority for this role is to ensure that associates are supported to deliver a world class customer experience. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and implementing dynamic solutions.
The ideal Team Manager understands that supporting their people is the most important role they perform. To achieve this they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them and invests time in developing their people to feel supported to become legends! They build an inclusive work environment where associates are engaged and feel a positive sense of achievement about their role in creating world class service.
Successful candidates will demonstrate:
Leadership:
· Effectiveness in developing a large team of customer service associates.
· Ability to engage team members in group discussions
· Understanding of effective coaching techniques
· Ability to support people through individual development plans
· Proficient listening and overall communication skills
· Positive communicator who is sensitive to having difficult conversations to motivate associates to engage our customers in a positive style
· Ability to confidently facilitate team discussions and communicate business messages
· Demonstrates a high level of professionalism and is approachable
Operational Delivery:
· Time management and organizational skills
· Completes tasks on time to a high quality standard
· Takes action on issues and opportunities raised in team Gemba discussions or continuous improvement initiatives
· Helps associates understand the performance bar and supports them to reach it
· Develops and achieves performance goals and objectives in line with the network wide vision and goals
· Encourages team engagement
Basic Qualifications: - Experience demonstrating leadership and people management in Customer Service or customer facing roles
- Speak, write, and read fluently in English
- Bachelor's degree or equivalent Preferred Qualifications: - Experience in a people management or leadership role which includes coaching and developing others
- Experience using MS Office, especially MS Excel for data analysis and pivot tables
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. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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.
The number one priority for this role is to ensure that associates are supported to deliver a world class customer experience. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and implementing dynamic solutions.
The ideal Team Manager understands that supporting their people is the most important role they perform. To achieve this they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them and invests time in developing their people to feel supported to become legends! They build an inclusive work environment where associates are engaged and feel a positive sense of achievement about their role in creating world class service.
Successful candidates will demonstrate:
Leadership:
· Effectiveness in developing a large team of customer service associates.
· Ability to engage team members in group discussions
· Understanding of effective coaching techniques
· Ability to support people through individual development plans
· Proficient listening and overall communication skills
· Positive communicator who is sensitive to having difficult conversations to motivate associates to engage our customers in a positive style
· Ability to confidently facilitate team discussions and communicate business messages
· Demonstrates a high level of professionalism and is approachable
Operational Delivery:
· Time management and organizational skills
· Completes tasks on time to a high quality standard
· Takes action on issues and opportunities raised in team Gemba discussions or continuous improvement initiatives
· Helps associates understand the performance bar and supports them to reach it
· Develops and achieves performance goals and objectives in line with the network wide vision and goals
· Encourages team engagement
Basic Qualifications: - Experience demonstrating leadership and people management in Customer Service or customer facing roles
- Speak, write, and read fluently in English
- Bachelor's degree or equivalent Preferred Qualifications: - Experience in a people management or leadership role which includes coaching and developing others
- Experience using MS Office, especially MS Excel for data analysis and pivot tables
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. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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.
Education
Bachelor Degree
Skills
LeadershipPeople managementCoachingCustomer serviceCommunication skillsTime managementOrganizational skillsData analysisMS OfficeMS ExcelPivot tablesContinuous improvementPerformance managementTeam developmentProblem solvingConflict resolution