Customer Service Team Manager , Customer Service

Amazon; Colombia; Presencial; COP 50.000.000 - 90.000.000; Jornada completa

Descripción de la vacante

Amazon Operation Services Colombia S.A.S. in Bogota is seeking a Customer Service Team Manager to lead a 20-person team of Associates, coaching and guiding on performance, engagement and service excellence.

You will use data to identify coaching opportunities, manage schedules and payroll, and role model world-class customer interactions while aligning with Amazon principles and the Contact Tenets.

Formación

• Leadership and people management experience in customer service or customer-facing roles.
• Fluent in English (read, write, speak).
• Proficient with Microsoft Excel.
• Based in Bogota, Colombia.

Responsabilidades

• Coach and develop associates through individualized development plans.
• Manage scheduling and payroll actions for the team.
• Role model world-class customer handling in daily contacts.
• Review contacts to identify coaching opportunities and improvements.
• Drive engagement and deliver results through team initiatives.

Conocimientos

Leadership

Coaching

Customer service

English fluency

Excel

Herramientas

Excel

Descripción del empleo

Description

Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon associates will deliver world class service to our customers.

We continue expanding our Customer Service operation in Colombia and we are looking for leaders like you!

Customer Service Team Manager

The Team Manager will lead and support a team of 20 Customer Service Associates.

The number one priority for this role is to support the associates in areas such as: coaching, development, performance and engagement and removing any barriers that prevent them from demonstrating Amazon principles on every contact.

The ideal Team Manager understands that supporting their people is the most critical role they perform, to achieve this, they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them. They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service.

You will be responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success. As a single threaded leader for your people you will take care of all elements of your associates satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on issues arising in your team.

As a leader of customer facing associates, you will be expected to role model world class service by regularly handling customer contacts. As a leader you will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon CS Contact Tenets; you will ensure your people understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel.

Key job responsibilities

• Experience coaching or leading people
• Understanding of effective coaching techniques
• Ability to create and continually support people through individual development plans
• Strong listening skills
• Positive communicator who understands when necessary how to have tough conversations
• Knows and communicates the Amazon mission, vision and strategy
• Ability to confidently facilitate team discussions and communicate business messages
• Maintains a high level of professionalism and approachability
• Role model contact handling skills
• Ability to review contacts and opportunities to support associates with coaching
• Deliver Results
• Strong time management and organizational skills
• Completes tasks on time to a high quality standard
• Helps associates understand the performance bar and supports them to reach it
• Drives team engagement and actions through Connections results and insights

Basic Qualifications

• Experience demonstrating leadership and people management in Customer Service or customer facing roles
• Speak, write, and read fluently in English
• Experience with Microsoft Office suite, particularly Excel
• Based in Bogota

Preferred Qualifications

• Experience in a people management or leadership role which includes coaching and developing others

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.

Company

Amazon Operation Services Colombia S.A.S.

Job ID: A10537477