AMVETS Jobs

Description

Customer Service Team Manager (French and English)

Are you passionate about motivating and developing a team of driven, customer-obsessed associates? Do you love to dive into systemic issues and develop solutions to challenging problems? If you answered yes to both these questions we have the career for you! Amazon is looking for a Team Manager who will have responsibility for approximately 17 to 25 associates.

The number one priority for this role is to ensure that associates are supported to deliver a world class experience. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and implementing dynamic solutions.

The ideal Team Manager understands that supporting their people is the most important 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 invests time in developing their people to feel supported to become legends! They build an inclusive work environment where associates are engaged and feel a positive sense of achievement about their role in creating world class service.

Successful candidates will demonstrate:

Leadership:

· Effectiveness in developing a large team of customer service associates.

· Ability to engage team members in group discussions

· Understanding of effective coaching techniques

· Ability to support people through individual development plans

· Proficient listening and overall communication skills

· Positive communicator who is sensitive to having difficult conversations to motivate associates to engage our customers in a positive style

· Ability to confidently facilitate team discussions and communicate business messages

· Demonstrates a high level of professionalism and is approachable

Operational Delivery:

· Time management and organizational skills

· Completes tasks on time to a high quality standard

· Takes action on issues and opportunities raised in team Gemba discussions or continuous improvement initiatives

· Helps associates understand the performance bar and supports them to reach it

· Develops and achieves performance goals and objectives in line with the network wide vision and goals

· Encourages team engagement

· Engage with stakeholders from Amazon Logistics through reporting and regular calls. Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers

· Audit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions

· Travel to Delivery Stations (approx. 25% of time) to visit teams and build relationships with stakeholders and partners

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - IRL

Basic Qualifications

• Proficiency in French and English

• Bachelor's Degree and equivalent leadership experience.

• Ability for flexible working shifts, including weekends, and holidays.

• Demonstrable experience in analyzing metrics and developing action plans based on outcomes

• Prior usage of Microsoft Office including Excel using tools such as Pivot Tables and lookups

• Proven ability to make and implement decisions

• Comfortable and willing to work in a diverse environment, contributing to a diverse and inclusive workspace

• Frequent travel is a main requirement of the role

Preferred Qualifications

• Experience leading teams remotely and in a customer-facing environment

• Proficient in process improvement

• Self-starter who is able to proactively develop an operations team to highest potential

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).