KDP Customer Support Team Manager, Amazon

1 week ago

Chennai, Tamil Nadu, India ADCI MAA 15 SEZ Full time

The Team Manager is accountable for creating a high performance culture that motivates associates to demonstrate levels of ownership, accountability and Publisher advocacy that enables a remarkable customer experience.

As a front line manager of ~15 associates, the Team Manager will regularly monitor key metrics for their team and provide coaching, guidance, and mentor-ship to achieve individual and team goals.

The Team Manager is also responsible for interviewing, employee development, supporting training initiatives, process improvements, performance management and team engagement
Key job responsibilities

  • Lead a team of Customer Service Agents
  • Responsible for meeting with the team members regularly and conducting 1:1s for performance and career development purposes.
  • Carry out supervisory responsibilities in accordance with KDP policies and procedures.

Duties include but are not limited to:

interviewing, training, motivating and coaching employees; fostering effective employee career growth and succession planning; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.


  • Promote a positive team environment. Demonstrates effective communication and cooperation amongst management and peers to manage team workload and morale.
  • Conducts performance improvement efforts by coaching, using metrics to identify needs, and implementing short and long term action plans to guide progress.
  • Work with staffing agency partners and/or HR teams to recruit top talent.
  • Promotes, plans, performs and implements process improvements. Leads or participates in GEMBA walks.
  • Actively seeks solutions and provides trends & feedback to the Group Manager or Operations Managers to drive technology and operational improvements; interface effectively with internal teams.
  • Serves as a role model by displaying judgment, positive work ethic, interpersonal skills, adherence to policies, and demonstrates a commitment to customer service.
  • Demonstrates appropriate sense of urgency for email response times and phone service levels. Accountable for service level agreements for self and team.
  • Manages and maintains payroll and schedule adherence in payroll system.
  • All other duties and special projects as assigned.
  • Has schedule flexibility, including the ability to work outside normal business hours, including weekends.
We are open to hiring candidates to work out of one of the following locations:
Chennai, TN, IND

BASIC QUALIFICATIONS

  • Excels at providing coaching and mentoring to others with a goal of achieving success.
  • Demonstrates ability to analyze data, using the data to drive decision making.
  • Knowledge of all MS Office tools
  • Fosters a positive team environment and collaboration within the site.
  • Interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
PREFERRED QUALIFICATIONS

  • Bachelor Degree
  • 2+ year in KDP Customer Support with increasing responsibility
  • 1+ years of management experience with a focus on team development
  • Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
  • Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
  • Prioritization and time management skills, with a high degree of flexibility.
  • Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.

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