CS Team Manager , Customer Service
Job Description
Amazon Customer Service is looking to hire Customer Service Team Managers with a business fluency in Turkish and English.
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. You will be tasked with supporting you people and removing any barriers that prevent them from demonstrating the Amazon CS Contact Tenets on every contact.
The ideal Team Manager understands that supporting their people is the most critical 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 invest time in developing them. They 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 using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success. As a single threaded leader 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 emerging issues.
Key job responsibilities
Key job responsibilities
Leading a team of Customer Service Agents
Meeting with the associates regularly and conducting 1:1s for performance and career development purposes
Promoting a positive team environment
Demonstrating effective communication and cooperation amongst management and peers to manage team workload and morale
Conducting performance improvement efforts by coaching, using metrics to identify needs, and implementing short and long term action plans to guide progress
Actively seeking solutions and providing trends & feedback to the Group Manager or Operations Managers to drive technology and operational improvements; interface effectively with internal teams
Serving as a role model by displaying good judgment, positive work ethic, strong interpersonal skills, adherence to policies, and demonstrating a commitment to excellent customer service
Demonstrating an appropriate sense of urgency for email response times and phone service levels
Accountable for service level agreements for self and team
Managing and maintaining payroll and schedule adherence in payroll system
Performing all other duties and special projects as assigned
Basic Qualifications
Degree Qualified
Fluent in Turkish and English
Experience in managing people and coaching
Ability to work flexible shifts that can occur Monday to Sunday
Preferred Qualifications
- Kaizen and/or Gemba experience a nice to have
- Proficiency in any additional languages.
- Can confidently facilitate team discussions and communicate business messages
- Experience in coaching and leading employees
- Understanding of and practical experience in effective coaching techniques
- Can support employees through individual development plans
- Confidence to interview applicants and demonstrate understanding of the performance and leadership bar to effectively apply it on hiring decisions
- Role model for contact handling skills. Is able to review contacts to identify WOW moments, examples for excellent Customer Service and opportunities to support associates with coaching
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