- Position: Team Manager
- Department: ASCS (Amazon Customer Service)
- Location: Virtual, India (MH)
- Job Type: Full-time
Overview of the Role
The Team Manager at Amazon’s Development Center plays a critical role in driving performance, process improvement, and customer satisfaction for the Amazon Customer Service (CS) team. As a leader, the Team Manager is responsible for overseeing a team of 20-30 associates, ensuring operational efficiency, maintaining high standards for customer experience, and managing key performance indicators (KPIs) in line with Amazon’s network-wide goals. This position requires strong leadership skills, an analytical mindset, and a passion for continuous improvement.
Key Responsibilities
1. People Management
- Team Oversight & Development:
As a Team Manager, you will guide and develop a team of 20-30 associates. You will be responsible for performance management, coordination, and evaluation of your team members. This includes setting clear expectations, tracking performance, and providing constructive feedback. - Mentorship & Leadership:
You will be a mentor for your associates, helping them grow within the organization. You will also mentor new managers, acting as a resource to expedite their learning curve. The role requires you to create and execute action plans to groom high-performing associates into future Customer Service Managers. - Employee Engagement & Motivation:
Engage with your team through regular one-on-ones, motivational activities, and performance reviews. You will play a significant role in fostering a positive team culture and motivating associates to achieve both individual and team goals. - Hiring & Training:
Participate in the recruitment and onboarding process for new hires. You will ensure that associates receive adequate training to perform their roles effectively and ensure they are fully equipped to handle customer service tasks. - Conflict Resolution:
Manage conflict within your team by addressing issues promptly and implementing corrective actions when necessary. You will be expected to uphold Amazon’s policies while ensuring a positive work environment.
2. Business/Operations Management
- Customer Impact & Process Improvement:
Identify customer-impacting issues and work to implement process improvements aimed at increasing customer satisfaction. This includes troubleshooting operational problems that affect the team’s ability to meet Service Level Agreements (SLAs) and delivering quality service. - Operational Efficiency & Performance Management:
You will be responsible for ensuring that the team meets its performance goals, including SLA management, quality control, and customer experience metrics. Additionally, you will be involved in developing and implementing process improvements to streamline operations. - Data Analysis & Reporting:
Utilize internal systems, data analytics, and reports to monitor team performance. You will use this data to identify trends, develop actionable insights, and inform decisions to improve team productivity and customer satisfaction. - Training & Development:
Assist in developing and implementing ongoing training programs aimed at improving the quality and productivity of the team. This could include both new hire training and ongoing development initiatives for existing team members.
3. SLA Management & Troubleshooting
- Ensuring Service Levels:
One of the key responsibilities is managing the team’s adherence to SLAs (Service Level Agreements). You will focus on maintaining operational excellence and ensuring that the team delivers on all metrics that impact customer satisfaction. - Troubleshooting & Escalation:
When operational issues arise that impact SLAs, you will be the first point of contact for troubleshooting and resolution. You will need to make quick, informed decisions and escalate issues when necessary.
Basic Qualifications
To be successful in this role, you should meet the following basic qualifications:
- Leadership Skills: Demonstrated ability to build, develop, direct, and manage a group of people. You should be able to lead by example and inspire your team to meet performance expectations.
- Problem-Solving & Analytical Abilities: Ability to handle complex and ambiguous situations. You should be able to analyze data, identify issues, and develop solutions that enhance both team performance and customer satisfaction.
- Operational Management: Proficient in organizing, prioritizing, and scheduling work assignments while effectively managing reporting and analysis processes. You will be responsible for making administrative and procedural decisions to drive operational excellence.
- Customer Service Focus: A passion for delivering a positive customer experience, particularly in a challenging or high-pressure environment. You should be adept at managing customer issues and ensuring their satisfaction.
- Communication Skills: Strong interpersonal and communication skills are essential, as you will be required to communicate effectively with team members, leadership, and stakeholders.
- Technical Proficiency: Proficiency in Microsoft Office, particularly Excel, is required for this role, as well as the ability to use various internal systems and tools for data analysis and reporting.
- Language Proficiency: Fluent English skills are necessary for effective communication with the team and customers.
- Experience in Customer Service Operations: Direct experience in managing a contact center (customer service, sales, or collections) is required for this role.
Preferred Qualifications
In addition to the basic qualifications, the following attributes are preferred for the role:
- Educational Background: A bachelor’s degree or an MBA (or equivalent) from a premier institute is preferred.
- Project Management Experience: Prior experience or certification in project management (e.g., PMP) and knowledge of process improvement methodologies such as Six Sigma or Lean are highly desirable.
- Prior Customer Service Experience: Experience in managing customer service operations would be an added advantage. This includes handling team performance, service delivery, and troubleshooting.
- Advanced Technical Skills: Advanced proficiency in various software programs beyond Microsoft Office, particularly those related to data analysis, reporting, and customer service operations, would be beneficial.
- Availability: Given the nature of the customer service business, 24/7 availability is required, including the willingness to work weekends and off-hours as necessary. This may also include working for any sub-process within CS teams, including virtual customer service (work-from-home).
Why Join Amazon?
Amazon offers a dynamic and innovative work environment that fosters growth, learning, and career advancement. As a Team Manager, you will have the opportunity to make a significant impact on both customer satisfaction and team performance, driving operational improvements and playing a crucial role in shaping the success of the Amazon Customer Service function.
If you are passionate about leadership, data analysis, and customer service, and thrive in an ever-changing, fast-paced environment, this could be the perfect role for you!