CS Team Manager [A], Colombia
Amazon Operation Services Colombia S.A.S. · Remote (United States) · Customer Service
Remote (United States)Full-timeLead
About the role
Are you customer obsessed?
So are we. At Amazon, you’ll join us in our mission to be Earth’s most customer-centric company. What unites Amazonians across teams and geographies is that we are all striving to delight our customers, and make their lives easier. The scope and scale of our mission drives us to seek diverse perspectives, be resourceful, and navigate through ambiguity. Inventing and delivering things that were never thought possible isn’t easy, but we embrace this challenge every day. Although not all encompassing; the below provides an overview of your role as an Amazon Customer Service Team Manager (TM) where you will;
• Lead a team of associates in which you are responsible for coaching, engaging, and communicating in a way that drives results, manages performance, develops talent, and inspires innovation.
• Provide guidance to Customer Service Associates, using question-based coaching to motivate team members.
• Be the pulse of the business; actively observe barriers to compliance, productivity, and quality, and escalate for resolution.
• Manage performance goals, including leveraging disciplinary processes when necessary.
• Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required.
• Advocate for individual Customer Service Associate engagement (i.e., wellbeing, work/life balance needs of employees, recognition of contribution, effective communication, etc.).
• Explain tasks and procedures clearly; tailor messages depending on the individual or team; focus on communicating critical information / key points when delivering a message.
• Achieve and exceed specific metrics as outlined by operational units; take ownership and be accountable for the customer experience.
• Commit to an adjusting work schedule based on business, customer, and associate need. Flexibility is expected, and required.
- Speak, write, and read fluently in English
- Speak, write, and read fluently in Portuguese
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
So are we. At Amazon, you’ll join us in our mission to be Earth’s most customer-centric company. What unites Amazonians across teams and geographies is that we are all striving to delight our customers, and make their lives easier. The scope and scale of our mission drives us to seek diverse perspectives, be resourceful, and navigate through ambiguity. Inventing and delivering things that were never thought possible isn’t easy, but we embrace this challenge every day. Although not all encompassing; the below provides an overview of your role as an Amazon Customer Service Team Manager (TM) where you will;
• Lead a team of associates in which you are responsible for coaching, engaging, and communicating in a way that drives results, manages performance, develops talent, and inspires innovation.
• Provide guidance to Customer Service Associates, using question-based coaching to motivate team members.
• Be the pulse of the business; actively observe barriers to compliance, productivity, and quality, and escalate for resolution.
• Manage performance goals, including leveraging disciplinary processes when necessary.
• Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required.
• Advocate for individual Customer Service Associate engagement (i.e., wellbeing, work/life balance needs of employees, recognition of contribution, effective communication, etc.).
• Explain tasks and procedures clearly; tailor messages depending on the individual or team; focus on communicating critical information / key points when delivering a message.
• Achieve and exceed specific metrics as outlined by operational units; take ownership and be accountable for the customer experience.
• Commit to an adjusting work schedule based on business, customer, and associate need. Flexibility is expected, and required.
Basic qualifications
- Experience demonstrating leadership and people management in Customer Service or customer facing roles- Speak, write, and read fluently in English
- Speak, write, and read fluently in Portuguese
Preferred qualifications
- Experience with Microsoft Office suite, particularly ExcelOur inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.