Erc Team Manager, Dls

hace 1 semana

Bogota, Colombia Amazon Operation Serv Colombia A tiempo completo

1+ years of related contact center management experience - Bachelor's degree or advanced college education - 2+ years or more people management experience - Experience working in a contact center environment - Experience conducting interviews and making effective hiring decisions - Demonstrated customer service and communication skills, both verbal and in writing - Ability to manage escalations to resolution - Able to audit self and others for a very high level of accuracy - Proficient in English, both verbal and written. Job summary We are currently looking for an ERC DLS Team Manager to join our team servicing Amazon employees’ questions in the Leave and Disability space. The ERC DLS Team Manager sets the vision, direction, and culture of their team by managing team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction. They identify broader customer impacting issues and implement solutions to drive quality and productivity while achieving real time desired service levels. The ERC DLS Team Manager is also responsible for all budgetary, people development and operations objectives for ERC DLS. This individual will manage and lead a team of ERC DLS Support Associates who provide services in the disability, leave, and accommodation space. They will coach and mentor the team to ensure performance objectives are met, build positive employee relations, and build leadership strength within the ERC DLS. ERC DLS contact center agents in the leave, disability, and accommodation space are highly skilled employees who serve as the first point of contact for all leave, disability, and accommodation questions. If you have relentless desire to deliver superior results for internal customers, drive process improvement, and motivate a team of exceptionally driven, customer-obsessed associates, while recommending and implementing solutions to challenging problems, we have the career you’re looking for - Strong internal and external customer service focus. - Drives quality and productivity of team to deliver a consistent bar raising employee experience. - The ability to understand business goals and works with team of associates to deliver results. Passion for innovative solutions and process improvement. - A true hands-on approach as well as the ability to successfully monitor the "pulse" of the employees to ensure a high level of employee engagement. Be comfortable with high volume workload and not be afraid to "roll up your sleeves." - Experience with fast paced work environment. - Assists in developing and implementing training programs to improve the quality and productivity of the team. - Basic US legislation Leave of Absence and Accommodations knowledge. - Bachelor's degree or advanced college education in a related field (Human Resources, Business Administration, Psychology, Industrial Engineering or alike) - 1+ year of Leave and/or Accommodations experience. - Knowledge of US federal and state leave and disability laws - Detail orientation with ability to analyze, problem solve, organize and manage multiple priorities.

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