Team Manager, Customer Service

Amazon; Brasil; Teletrabalho; BRL 30.000 - 55.000; Tempo integral

Resumo da oferta

An established industry player is seeking a dynamic Team Manager to lead a remote team of Customer Service Associates. This role is pivotal in ensuring exceptional customer experiences while fostering a collaborative and engaging team environment. As a leader, you will utilize your expertise in people management and coaching to inspire your team, drive performance, and navigate challenges effectively. If you are passionate about customer service and thrive in a fast-paced environment, this opportunity offers a chance to make a significant impact in a forward-thinking company committed to excellence.

Qualificações

• Experience managing teams of 20+ employees in a remote setting.
• Proven ability to coach and develop talent effectively.

Responsabilidades

• Lead and manage a remote team of 20 to 25 Customer Service Associates.
• Drive performance, manage metrics, and ensure customer satisfaction.

Conhecimentos

Team Management

Coaching

Communication

Customer Service

Microsoft Excel

Fluent Portuguese

Advanced English

Formação académica

High School Diploma

Bachelor's Degree

Ferramentas

Microsoft Excel

Microsoft Word

Descrição da oferta de emprego

DESCRIPTION

Notes: 1) This role is non-tech, part of Amazon's remote Customer Service Operation. 2) It is required that you complete a 60 minute online assessment, when submitting your application.

#AmazonVCS is growing! We are looking for experienced bilingual leaders, to guide and develop a remote team of Customer Service Associates (CSAs), in our Virtual Customer Service (VCS) Operation, across Brazil.

Are you customer obsessed? So are we! At Amazon you will join us in our mission to be Earth's most customer-centric company. What unites Amazonians across teams and geographies is that we are all striving to delight our customers, and make their lives easier. The scope and scale of our mission drives us to seek diverse perspectives, be resourceful, and navigate through ambiguity. Inventing and delivering things that were never thought possible isn't easy, but we embrace this challenge every day.

The successful candidate for the Team Manager role will:
- Be a bar raising leader, with proven experience in team management and coaching of mid to large groups.
- Demonstrate to be a positive communicator, who facilitates team discussions and understands how to have tough conversations when necessary.
- Build strong relationships with the team members, support areas, and stakeholders; maintaining a high level of approachability.
- Deliver high quality results through others; acting on issues and opportunities raised in team's Gemba, leveraging on strong time management and organizational skills.
- Advocate for customer experience, anticipating customers' needs and delivering WOW moments in every interaction.

* Job requirements
- Have (or be able to obtain) High Speed internet (20 MGBs up / 2 MGBs down, or better)
- Available to work a full-time shift, starting at 06.00 or ending at 24.00
- Available to work on weekends

Key job responsibilities
Although not all encompassing; the below provides an overview of this role:
- Lead a team of 20 to 25 associates, in a remote environment, in which you are responsible for coaching, engaging, and communicating in a way that drives results, manages performance, develops talent, and inspires innovation.
- Provide guidance to Customer Service Associates, using question-based coaching to motivate team members.
- Be the pulse of the business; actively observe barriers to compliance, productivity, and quality, and escalate for resolution.
- Manage performance goals, including leveraging disciplinary processes when necessary.
- Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required.
- Advocate for individual Customer Service Associate engagement (i.e., wellbeing, work/life balance needs of employees, recognition of contribution, effective communication, etc.).
- Explain tasks and procedures clearly; tailor messages depending on the individual or team; focus on communicating critical information / key points when delivering a message.
- Achieve and exceed specific metrics as outlined by operational units; take ownership and be accountable for the customer experience.
- Commit to an adjusting work schedule based on business, customer, and associate need. Flexibility is expected, and required.

BASIC QUALIFICATIONS

- Experience in people management with teams of 20+ employees.
- High school diploma or equivalent.
- Experience in Microsoft Excel (e.g. creating pivot tables) and Word.
- Fluent Portuguese, advanced English.

PREFERRED QUALIFICATIONS

- Bachelor's Degree.
- Experience leading a remote team.
- Six Sigma/Lean Processes Improvement experience.
- Contact Center Operations and/or Customer Service experience.
- Project management methodology knowledge.
- Experience managing KPIs.

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.