Senior Customer Service Team Lead
2 weeks ago
We are seeking a highly motivated and experienced Senior Customer Service Team Lead to join our Amazon Development Center team. As a key member of our leadership team, you will be responsible for leading a team of 20-30 associates and driving customer satisfaction through process improvements and quality initiatives.
About You:
To be successful in this role, you will need to have a proven track record of managing teams, developing employees, and improving customer experience. Your excellent communication and interpersonal skills will enable you to effectively collaborate with cross-functional teams, communicate policies to associates, and mentor new managers.
About the Job Description:
In this role, you will be responsible for:
• Guiding and developing a team of 20-30 associates; responsible for the overall performance management, coordination and evaluation of the team.
• Passionately participate in and drive the continuous improvement culture through 'kaizen' and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
• Carrying out supervisory responsibilities in accordance with Amazon's policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employee performance; and effective conflict resolution.
• Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom associates into future CS Managers.
• Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
• Develop and Achieve performance goals and targets in line with the network wide vision and goals
• Identify customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.
• Assist in developing and implementing training programs to improve the quality and productivity of the team.
• Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
• Developing and achieving performance goals and targets in line with the network wide vision and goals.
• Focus on management of SLA, quality and customer experience
• Trouble shooter in case of issues relating to process affecting the SLAs
Benefits:
This is an exciting opportunity to join Amazon's inclusive culture that empowers Amazonians to deliver the best results for our customers. If you are looking for a challenging role that offers opportunities for growth and development, we encourage you to apply.
The estimated salary range for this role is $70,000 - $100,000 per year. The actual salary may vary based on factors such as location and level of experience.
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