SDS DSL MENA Team Manager, DSL

Amazon; Ae; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a leading company as a Team Manager where you'll lead a dynamic team of DSL customer service agents, ensuring a world-class customer experience. You'll develop your team through coaching and direct analysis of performance metrics while fostering an inclusive work environment. Excellent communication and interpersonal skills are essential as you collaborate with stakeholders and drive continuous improvements across service delivery.

Qualifications

• Educated to Bachelor’s Degree level or equivalent.
• Experience in analysing metrics and developing action plans.
• Fluent in English and Arabic.

Responsibilities

• Lead a team of DSL customer service agents.
• Analyse performance and metrics.
• Coach agents to continuously improve performance.

Skills

Interpersonal Skills

Data Analysis

Coaching

Communication

Time Management

Team Engagement

Education

Bachelor’s Degree or equivalent

Tools

Microsoft Office

Excel

Job description

Description

Is Customer Obsession at the heart of what drives you? Are you a data driven, dynamic team manager with an ability to build strong collaborative relationships?

The number one priority for this role is to ensure that DSL associates are supported to deliver a world class customer experience. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations, goals, maintaining focus on improving customer satisfaction and identifying customer impacting issues and implementing dynamic solutions.

The ideal Team Manager understands that supporting their people and forming strong relationships with all stakeholders is the most important role they perform. To achieve this they are confident, open and approachable, a strong communicator who has the ability to inspire and motivate. They build an inclusive work environment where associates are engaged and feel a positive sense of achievement about their role in creating world class customer service.

Leadership

Successful candidates will demonstrate:

• Highly developed interpersonal skills and the ability to rapidly build strong, collaborative relationships.
• Effective in developing a large team of customer service associates.
• Ability to engage team members in constructive group discussions.
• Understanding of effective coaching techniques
• Ability to support people through individual development plans.
• Highly proficient listening and overall communication skills.
• Positive communicator who is capable of having difficult conversations to motivate associates to engage our customers to the very highest of standards.
• Ability to confidently facilitate team discussions and communicate business messages.
• Demonstrates an exceptionally high level of professionalism.
  
  

Operational Delivery

• Is highly proficient in data analysis, root cause identification and corrective action.
• Possesses impeccable time management, prioritisation and organizational skills.
• Completes tasks on time to a high standard.
• Takes rapid, well-considered action on issues, opportunities and continuous improvement initiatives
• Helps associates understand the performance bar and supports them to reach it.
• Develops and achieves performance goals and objectives in line with the network wide vision and goals
• Encourages team engagement.
  
  

Key job responsibilities

Remotely lead a team of DSL customer service agents.

Analyse performance and metrics.

Join Weekly Business Review calls with Group and Operations Managers to report on performance and share action plans where required.

Coach agents to continuously improve performance.

Audit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions.

Engage with stakeholders from Amazon Logistics through reporting and regular calls.

Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers.

Join regular process improvement (“Gemba”) calls with DSL associates and peers.

Travel to Delivery Stations (approx. 25% of time) to visit teams and build relationships.

About The Team

You will be joining a highly motivated, customer obsessed DSL team who's vision is to provide Earth's most trusted delivery support through empowered local experts. We strive with tenacity to remove and overcome barriers to customer satisfaction every day.

Basic Qualifications

Educated to Bachelor’s Degree level or equivalent.

Demonstrable experience and proficiency in analysing metrics and developing action plans based on outcomes.

Proficient in Microsoft Office including Excel using tools such as Pivot Tables and lookups.

Fluent in English and Arabic.

Comfortable and willing to work in a diverse environment, contributing to a diverse, equitable and inclusive workspace.

Team managers may need to work occasional Saturdays or until early hours of the evenings.

The ability to travel 25% of the time.

Preferred Qualifications

Lean six sigma green belt.

Experience leading teams remotely and in a customer-facing environment.

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.


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Job ID: A2931978