DESCRIPTION

Job summary
In this role you will report to the Selling Partner Support Operations Manager, and will be responsible for ensuring that standards for productivity and quality assurance are met by your team. The span of a Manager ranges from 60 – 80 associates / 3 – 4 Team Supervisors

Key responsibilities of this role include: – Set the vision, direction, and culture of the team

Coaching is an important part of Amazon Culture and hence, you should be able to gauge and improve the coaching skills of your supervisors through regular coaching triads
Ensure closure and effectiveness of individual coaching feedback sessions, and weekly one-on-ones that focus on customer experience and operational excellence
Customer Experience is most important in Amazon and hence, you should have strong focus on Quality and be able to develop the same in your team
Serve as a leader and point of contact for escalated contact resolution of a supervisory nature or complex problems
You should be willing to dive deep into the root causes of issues / metrics performance and be able to come up with a logical solution / action plan to address the issues
Manage and drive staffing plans, schedules, support quality and process change initiatives, projects and other Change/ Kaizen initiatives as required.
Active participation in building Seller Support team & raising the bar in hiring process
People management i.e. appraisal, training and mentoring talent to grow within organization & control attrition
Ensures employees growth & development, set priority, drive motivation & engagement for employees
Monitoring real time service levels and schedule adherence, and holding the team accountable responsible for meeting and exceeding performance targets for the team
Identify the training needs and work with site trainer for people development
Carry out supervisory responsibilities in accordance with Amazon.com’s policies and procedures;
Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
Solve complex seller support issues and proactively heading off negative service trends
Actively contribute and lead site-wide, country-wide and even network-wide projects to create an enhanced experience for the sellers and associates.

BASIC QUALIFICATIONS

5+ years of experience managing a team of production executives
Experience using data and metrics to measure impact and determine improvements
Experience using Microsoft Excel to manipulate and analyze data

Graduate in any discipline
8-10+ years’ work experience with 5-7 years of People Management experience required
24/7/365 availability, including willingness to work on weekends, and outside of the “standard” work day
Applicant need to be in People Management role
Advanced computer skills using a variety of programs highly desired
Significant email and online Seller/ customer service experience preferred

PREFERRED QUALIFICATIONS

The ideal candidate will have a strong background in customer service team management and supervision with strong bias towards Customer Experience and Quality, ideally in a similar environment. Fluent English skills are required for this role.