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SDS Team Manager

Amazon

United Kingdom, United Kingdom

DESCRIPTION

At Amazon we're working to be the most Customer-centric company on earth and we are constantly improving how we wilful and deliver customer orders. Our goal is to exceed expectations by continually striving to innovate and provide best in class customer support as we expand our logistics products and services.

Shipping & Delivery Support (SDS) is looking for a Customer Support Team Manager to help pioneer support for our growing transportation customer segments. In this role, you will be managing a team of (10-15) Customer Support Associates and be responsible for the overall performance and operational delivery of your team. This will require you to work with key support functions such as Delivery Station Operations, Program Managers, Recruiting, and Human Resources to review performance trends and opportunities and take continual action to improve the service level and quality of performance. Experience with operational management and process improvement is an asset and you should be comfortable with making decisions in the midst of ambiguity. Developing positive working relationships with your team and collaborating across multiple teams will be important for success in this role.

BASIC QUALIFICATIONS

· Previous experience managing individual contributors 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.
· Previous experience implementing change management successfully transitioning programs into large scale operations.
· Proven ability to make and implement decisions
· Proven ability to build relationships quickly
· Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently
· 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, supervisors and peers.

PREFERRED QUALIFICATIONS

· A Bachelor’s degree or equivalent.
· 2-3 years of leadership and people management experience.


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