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Customer Service Group & Team Managers

Customer Service Group & Team Managers

Job ID 
480763
Location 
CR-San Jose
Posted Date 
8/22/2017
Company 
Amazon Support Services Costa Rica, S.R.
Position Category 
Customer Service
Recruiting Team 
..

Job Description

Our 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.

We continue expanding our Customer Service operation in Costa Rica and we are looking for leaders like you! See below two of the profiles we are actively recruiting for. Check on the descriptions of each of the roles below, update your resume and apply now!


Customer Service Group Manager

Amazon is looking for Group Managers who will have responsibility for up to 90 associates and direct line management of 4-6 Team Managers. An Amazon Group Manager will have the flexibility to work from either of Lagunilla, Heredia or Calle Blancos, San Jose Customer Service sites.

The number one priority for this role is to ensure that associates are supported to deliver a world class experience. The role will require you to be a gatekeeper to ensure your Team Manager priorities remain exclusively focused on supporting their associates and ensuring defects do not get sent down the line to associates. To enable Team Managers to exclusively focus on supporting their people, your role will be to oversee the operational delivery of the teams in your remit.

The ideal Group Manager ensures that Team Manager priorities and tasks are aligned to supporting associates apply the Amazon CS Contact Tenets. To achieve this, an ideal Group Manager coaches and supports their Team Managers to 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 the overall performance and operational delivery of your teams, this will require you to work with key support functions such as Capacity Planning and Quality Assurance to review performance trends and opportunities and take continual action to improve the service level and quality of performance. You will be an escalation point for your Team Manager and their people to take action on issues or barriers impacting the customer experience and will lead Kaizen events to solve people or customer issues. You will represent your team in the wider business, being accountable for creating the input, actions and representation of team performance in standard meeting routines such as metric calls. You will also be a key partner for business teams when operational points of contact to co-ordinate launches, messaging or reviews are required.

Skill Requirements

Leadership
  • Experience directly leading a team(s) of people
  • Experience interviewing and selecting people who will maintain a high performance bar in Amazon
  • As a leader of leaders understands how to nurture and develop leadership skills
  • Strong listening skills
  • Positive communicator who understands when necessary how to have tough conversations
  • Knows and communicates the Amazon mission, vision and strategy
  • Ability to confidently facilitate team discussions and communicate business messages
  • Maintains a high level of professionalism and approachability


Operational Delivery
  • Understands and owns the controllable elements of service level delivery
  • Ability to use data and insights to prepare metric reviews
  • Creates operational plans to support peak ramp up and down as well as readiness for business launches
  • Acts as the operational representative for business teams to understand voice of the customer or partner in key process or policy changes
  • Builds plans to test and experiment new approaches to service delivery

Continuous Improvement

  • Leads and participates in Kaizen events to improve the customer and associate experience
  • Uses data to identify areas of ongoing improvement in how service is delivered
  • Takes action on issues escalated from within the team, works with the rest of the business to bring issues to resolution


Customer Service Team Managers

Amazon is looking for Team Managers who will lead and support a team of 15 Customer Service Associates. An Amazon Team Manager will have the flexibility to work from either of Lagunilla, Heredia or Calle Blancos, San Jose Customer Service sites.

The number one priority for this role is to support the associates who will directly report to you. In this role you will be responsible for the coaching, development, performance and engagement of your associates. 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 individually 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 success. 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 customer contacts. As a leader 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
  • Experience coaching or leading people
  • Understanding of effective coaching techniques
  • Ability to create and continually support people through individual development plans
  • Strong listening skills
  • Positive communicator who understands when necessary how to have tough conversations
  • Knows and communicates the Amazon mission, vision and strategy
  • Ability to confidently facilitate team discussions and communicate business messages
  • Maintains a high level of professionalism and approachability
  • Confidence to interview and demonstrate understanding of performance and leadership performance bar and effectively apply to hiring decisions

Delivering Service

  • Knows Amazon process and policies at an expert level
  • Role model contact handling skills
  • Ability to review contacts to identify WOW moments and opportunities to support associates with coaching

Deliver 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 insights

About our rewards

We’ll expect you to go the extra mile, but we’ll also make sure you’re well rewarded. As well as a competitive salary and stock units we offer a host of other benefits.

If you thrive in a challenging and fast-paced environment, you’ll meet your match with us, as you will be part of a vibe of constant improvement, where the things you do one moment, you will not necessarily be doing 6 months later. We don’t like to sit still, which is why we always treat every day like the first day. A day to make more good things happen for our customers. It’s that kind of spirit that drives our success now and keeps us ahead of the competition in the future. And you could be part of it. It’s as simple as this: Work Hard. Have Fun. Make History.

Sounds interesting? We look forward to your application. Please apply online and upload your most updated resume (max. 5 MB).

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.

By submitting your resume and application information, you authorize Amazon to transmit and store your information in the Amazon group of companies' world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.






Basic Qualifications

Group Manager Basic Qualifications:
  • Bachelor’s degree in a quantitative field (engineering, economics, math, statistics)
  • Minimum four years’ experience in Amazon CS or min two year experience in another people leadership role
  • Proficient in Microsoft Excel
  • Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
  • Excellent speaking-listening-writing skills, attention to details, proactive self-starter
  • Ability to work successfully in a dynamic, ambiguous environment
  • Ability to meet tight deadlines and prioritize workloads
  • Ability to develop new ideas and creative solutions
  • Exceptional influencing and leadership skills


Team Manager Basic Qualifications:
  • Minimum two years’ experience in Amazon CS or minimum one year experience in another people leadership role
  • Exceptional analytical and interpersonal skills
  • Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills.

Preferred Qualifications

Group Manager Preferred Qualifications:
  • Master’s degree
  • Analysis experience in Customer Service or Operations
  • Operations Research or Capacity Planning experience strongly preferred
  • Some programming experience is a plus to automate tools whenever appropriate
  • Experience utilizing SQL



Team Manager Preferred Qualifications:
  • A Bachelor’s degree
  • Knowledge on process improvement and quality measures

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Not ready to apply? Connect with us for general consideration.