SPS Team Supervisor

2 weeks ago

Kanpur, Uttar Pradesh, India ADCI - Uttar Pradesh Full time
Job Description

We are seeking a highly motivated and experienced Team Supervisor to join our SPS team at ADCI - Uttar Pradesh. As a Team Supervisor, you will be responsible for creating a high-performance culture that motivates associates to demonstrate levels of ownership, accountability, and seller advocacy that enable the vision of a remarkable Seller experience.

Key Responsibilities:
  • Manage the performance and behavior of 25-30 Amazon Associates through effective 1:1 meetings, coaching, and mentorship.
  • Implement performance goals, monitor, and evaluate against pre-set goals, implementing action plans to resolve performance barriers as needed.
  • Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement.
  • Ensure that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.
  • Partner with Workforce Management to execute daily staffing plans, identify, and report significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
  • Manage schedules, monitor adherence, time-off planning, and attendance in partnership with Workforce Management.
  • Participate in daily Kaizen events to identify and implement process improvement change initiatives.
  • Conduct Seller interaction audits and provide coaching to improve performance.
  • Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
  • Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.
  • Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues and questions.
Ideal Candidate Profile:

We are looking for a candidate with a strong record of customer focus, a passion for employee development, and a keen interest in process improvement. The ideal candidate will have a demonstrated ability to lead by example, motivate others to excellence, and insist on the highest standards around performance, behaviors, and Seller interactions.

Preferred Qualifications:
  • Minimum of 15 months experience as an Associate Advisor in SPS or 18 months in Spanish Team handling experience.
  • Solution-focused, with passion for people leadership and a drive to nurture a culture of innovation reinforcing the value of the Amazon leadership principles.
  • Excels at providing coaching and mentoring to others with a goal of achieving success.
  • Advocate for Associate engagement, fostering teamwork and collaboration towards achieving team goals.
  • The ideal candidate will have a demonstrated ability to lead by example, motivate others to excellence, and insist on the highest standards around performance, behaviors, and Seller interactions.
  • Candidate will be expected to manage and drive performance across chat/e-mail and phone communication channels.

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