Delivery Station DSL Team Manager: Lead & Elevate CX

Amazon

Italia

In loco

EUR 60.000 - 85.000

Tempo pieno

2 giorni fa

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Descrizione del lavoro

Amazon Italia Customer Services Srl seeks an experienced Customer Service Team Manager to lead the Italy Delivery Station Liaison (DSL) team. You set vision, coach 15-30 agents, and drive performance toward better customer outcomes.

You will travel to Delivery Stations up to three times per month, analyze metrics, and collaborate with stakeholders to implement solutions, ensuring a strong Voice of Customer and operational excellence.

Competenze

Experience using data and metrics to determine and drive improvements.
Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership.
Able to work flexible schedules including weekends, nights, and holidays.
Experience with risk adjustment coding or coordinating rapid, high-urgency tasks.
Proficient in MS Office including Excel, Word, Outlook, and OneNote.
Bachelor's degree and leadership experience in customer service or related roles.

Mansioni

Remotely lead a team of 15-30 DSL agents.
Travel to Delivery Stations (min. 3 visits/month) to visit teams and build relationships.
Analyse performance metrics and drive improvements.
Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery.
Join Weekly Business Review calls to report performance and action plans.
Coach agents to continuously improve performance.
Audit customer contacts and participate in calibration sessions.
Engage with stakeholders from Amazon Logistics via reporting and calls.
Join process improvement calls with DSL agents and peers.
Drive DSL agent engagement.