Customer Service Team Manager Egna

Customer Service Team Manager
Egna
Trentino Alto Adige, Egna

DESCRIPTIONJob summaryOur overall mission is simple:

We want Amazon to be the place where our customers can find, discover and buy anything online.

Whatever our customers want, we will find the means to deliver it.

With your help, Amazon associates will deliver world class service to our customers. The number one priority for this role is to support the CSA who will directly report to you.

In this role you will be responsible for the coaching, development, performance and engagement of your directs.

The role expects your people to be your exclusive focus and 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 to understand how to most effectively coach and motivate them and invests time in developing their people to become legends!

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 achievements.

As a single threaded leader for your people 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 issues arising in your team Gemba.

As a leader of customer facing associates, you will be expected to role model world class service by regularly handling customercontacts.

You will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon CS Contact Tenets; you will ensure your people understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel. Skill Requirements:

Leadership:

Role model contact handling skills Ability to review contacts to identify WOW moments and opportunities to support associates with coachingDeliver Results:

Strong time management and organizational skills Completes tasks on time to a high quality standard Takes action on issues and opportunities raised in team Gemba Helps associates understand the performance bar and supports them to reach it Drives team engagement and actions through Connections results and insightsBASIC QUALIFICATIONS Bachelors degree or equivalent Advance level of Microsoft Package (especially Excel) Fluent Italian and Business proficiency level of English Proven ability to build, develop, direct, and guide a group of 12-20 direct reports Experience managing core business KPIs 2+ years of management experience 2+ years experience with Customer servicePREFERRED QUALIFICATIONS Advanced computer skills using a variety of programs Knowledge of Six Sigma/Lean Processes Project Management experience Experience in Contact Center Operations (Customer Service, Sales, or Collections)