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CAP Team Manager, CAP ID-12707

Description

If you have relentless desire to drive process improvement and motivate and lead a team of exceptionally driven, customer-obsessed associates and team leads, all while analyzing systemic issues and implementing solutions to challenging problems, we have the career you’re looking for!

A Team Manager in our Amazon Development Center sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels.

Key Responsibilities Include

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People Management:

  • Leading and developing a team of 20-30 associates; responsible for the overall direction, 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, assigning and directing work; rewarding and disciplining employees; 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; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
  • Expected to be 2nd in line to the Operations managers and at times might be required to perform delegated duties of operations managers
  • Develop and Achieve performance goals and objectives in line with the network wide vision and goals

Business/Operations Management

  • 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

**Amazon is an equal opportunity employer**

Basic Qualifications

  • Demonstrated ability to build, develop, direct, and manage a group of people
  • Ability to support Business and provide solutions to customer pain points
  • Ability to handle complex and ambiguous scenarios
  • Ability to organize, prioritize and schedule work assignments
  • Ability to make administrative and procedural decisions
  • Proven ability to manage reporting and analysis
  • Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations
  • Ability to effectively and efficiently complete difficult goals or assignments
  • Can adapt well to changing circumstances, direction, and strategy
  • Strong interpersonal and communication skills
  • Confident in using Microsoft Package (especially Excel)
  • Fluent English skills are required for this role
  • Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)
  • Exceptional skills in data manipulation and analysis
  • Preferred Project Management & knowledge of Six Sigma/Lean Processes

Preferred Qualifications

  • Bachelor’s degree, MBA is a plus
  • 3 plus years’ experience with Customer service 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
  • Applicant needs to be in People Management role
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1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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