Front Line Manager,

DESCRIPTIONWant to join the Earth s most customer centric company Are you someone who like to design the right workforce strategy to meet long-term process targets Do you like to develop the talent to create a high performing team If yes we have opportunities for you Global Operations - AI GO-AI at Amazon is looking to hire candidates who can excel in a fast-paced dynamic environment Manager I Front line manager is accountable for the overall direction and operations of our site creating a culture of customer obsession high performance and high-quality throughput Key job responsibilities Should be a Graduate or equivalent Minimum 4 years of experience out of which 18 Months should be as team leader team manager in a Customer Service Backoffice environment Proven leadership abilities with a track record of successfully managing and motivating teams Excellent V Good verbal and written communication skills in English Very good Presentation Feedback Coaching skills Ability to observe analyze and identify process improvement opportunities Ability to work under pressure Customer Service attitude with analytical bent of mind Highly energetic enthusiastic Should be able to lead by examples Hands on experience on MS-Office preferably on MS-Excel and Power Point Ability to prioritize tasks manage multiple responsibilities and ensure deadlines are met without compromising on quality Basic data handling and Data interpretation skills Should be comfortable with 24x7 rotational shifts Ability to pull data from numerous databases using Excel and other data management systems and to perform ad hoc reporting and analysis as needed is a plus Communicating with Internal customers ACES Training Quality etc - Drive and execute bar-raising initiatives aimed at hiring and developing top talent and build career development road-map for the associates A day in the life Lead motivate and manage a team of 20 - 25 Backoffice associates Measuring Team Developmental and Performance Goals and regular 1x1 with the team members Ensuring process deliverables per SLA team and workflow management Responsible for delivering on operational and qualitative KPIs like APL SPL Quality scores etc Ensuring all processes are conducted in compliance with company policies and guidelines Generating reports of team performance Internal Quality checks Audits and ensuring appropriate trainings conduct coaching session to succeed Translate organizational vision to actionable goals and guide the team in achieving them review progress periodically Promote a culture of continuous learning and development within the team Prepare metrics SOPs and create processes Analyze data to identify trends bottlenecks and areas of improvement Work with the operations management team to develop and implement process improvements About the team The Global Operations - AI GO-AI team handles exceptions remotely in the Amazon Robotic Fulfillment Centers Globally GO-AI seeks to complement automated vision based decision-making technologies by providing remote human support for the subset of tasks which require higher cognitive ability and cannot be processed through automated decision making with high confidence This team provides end-to-end solutions through inbuilt competencies of Operations and strong central specialized teams to deliver programs at Amazon scale We are open to hiring candidates to work out of one of the following locations Virtual Location - PUNEBASIC QUALIFICATIONS Should be a Graduate or equivalent Minimum 4 years of experience out of which 18 Months should be as team leader team manager in a Customer Service Backoffice environment Work a flexible schedule shift work area including weekends nights and or holidays- Knowledge of - - Microsoft Office products and applications especially MS Excel Word at an advanced level PREFERRED QUALIFICATIONS- Experience in managing critical operational processes with SLA responsibility - Knowledge of databases querying and analyzing such as SQL MYSQL and Advanced excel and working with large data sets - Experience gathering and analyzing large amounts of data and delivering business improvements - Knowledge of lean six sigma tools Green belt certified 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 for more information If the country region you re applying in isn t listed please contact your Recruiting Partner