Experience: 5 – 10 Years
Work Location: Hyderabad
Education: Graduation Mandatory, preferably Masters.
Mandatory Skills: Team Leader/Assistant Manager managing a team size of 15 members and above.
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Summary of Responsibilities:
Manages performance and behavior of 10-15 Amazon Associates through effective 1:1 meetings, coaching, and mentorship.
Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.
Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.
Participates in daily Kaizen events to identify and implement process improvement change initiatives.
Conducts Seller interaction audits and provide coaching to improve performance.
Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Sellers issues and questions.
Education, Experience and Skills:
Minimum of 2 years supervisory experience in a customer service environment, experience within a contact center preferred.
Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
Demonstrates ability to analyze data, using the data to drive decision making.
Fosters a positive team environment and collaboration within the site.
Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
Demonstrates effective, clear and professional written and oral communication.
Strong prioritization and time management skills, with a high degree of flexibility.
Ability to embrace constant change with flexibility and good grace.
Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
Demonstrates effective communication, composure, and professional attitude.
Salary: Not Disclosed by Recruiter
Industry: Internet / Ecommerce
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Voice
Role: Assistant Manager/Manager -(NonTechnical)
Employment Type: Permanent Job, Full Time
Team SupervisionTeam LeadingCustomer ServiceContact CenterWorkforce ManagementProcess ImprovementInterpersonal CommunicationPerformance ImprovementEffective CommunicationCommunication Skillsbpoamazon
Desired Candidate Profile:
Please refer to the Job description above
Amazon Development Centre (India) Pvt. Ltd.
Amazon.com strives to be Earth’s most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want – low prices, vast selection, and convenience – Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon’s evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company’s DNA. The world’s brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.
Contact Company:Amazon Development Centre (India) Pvt. Ltd.