Team Manager Trilingual

hace 1 semana


Colombia Amazon A tiempo completo

Job ID: 2852421 | Amazon Operation Services Colombia S.A.S.

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 Colombia and we are looking for leaders like you
Check the job description of the role below, update your resume and apply now

Customer Service Team Manager (Trilingual Spanish-English-Portuguese)

The Team Manager will lead and support a team of 20 Customer Service Associates. The number one priority for this role is to support the associates in areas such as coaching, development, performance and engagement, and removing any barriers that prevent them from demonstrating Amazon principles 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, engaging with their people individually to understand how to most effectively coach and motivate them. 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.
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 Expectations:
  1. Experience coaching or leading people
  2. Understanding of effective coaching techniques
  3. Ability to create and continually support people through individual development plans
  4. Strong listening skills
  5. Positive communicator who understands when necessary how to have tough conversations
  6. Knows and communicates the Amazon mission, vision, and strategy
  7. Ability to confidently facilitate team discussions and communicate business messages
  8. Maintains a high level of professionalism and approachability
  9. Role model contact handling skills
  10. Ability to review contacts to identify WOW moments and opportunities to support associates with coaching
  11. Deliver Results
  12. Strong time management and organizational skills
  13. Completes tasks on time to a high-quality standard
  14. Helps associates understand the performance bar and supports them to reach it
  15. Drives team engagement and actions through Connections results and insights
BASIC QUALIFICATIONS
  • Advanced or Fluent English and Portuguese
  • 2 years as a people manager
  • Schedule flexibility
  • Exceptional analytical and interpersonal skills
  • Working knowledge of MS Office (esp. MS 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
PREFERRED QUALIFICATIONS
  • Knowledge on process improvement and quality measures
  • Knowledge of continuous improvement process

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 here for more information.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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