VCS Team Manager [A], Customer Service Mexico

Amazon; Munster (IN); Remote; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking an experienced Team Manager to lead a dynamic remote team of Customer Service Associates. In this pivotal role, you will inspire and coach your team to deliver exceptional customer experiences while managing performance and fostering a culture of engagement. Your leadership will be key in navigating challenges and driving results in a fast-paced virtual environment. If you are passionate about customer service and have a knack for team management, this is an exciting opportunity to make a significant impact in a forward-thinking company dedicated to innovation and excellence.

Qualifications

• Experience managing teams and coaching in a virtual environment.
• Bilingual in English and Spanish with strong communication skills.

Responsibilities

• Lead and manage a virtual team of 20 to 25 associates.
• Drive performance and develop talent through effective coaching.

Skills

Team Management

Coaching

Communication Skills

Customer Experience Advocacy

Time Management

Organizational Skills

Bilingual (English & Spanish)

Education

High School Diploma

Bachelor's Degree

Tools

Microsoft Excel

Microsoft Word

Job description

We are looking for experienced bilingual leaders to guide and develop a work from home team of Customer Service Associates in our Virtual Customer Service (VCS) Operation across Mexico.

Are you customer obsessed? So are we! At Amazon, you’ll 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 [A] role will:

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

Key job responsibilities

1. Lead a team of 20 to 25 associates in a virtual (work from home) environment, responsible for coaching, engaging, and communicating in a way that drives results, manages performance, develops talent, and inspires innovation.
2. Provide guidance to Customer Service Associates, using question-based coaching to motivate team members.
3. Be the pulse of the business; actively observe barriers to compliance, productivity, and quality, and escalate for resolution.
4. Manage performance goals, including leveraging disciplinary processes when necessary.
5. Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required.
6. Advocate for individual Customer Service Associate engagement (i.e., wellbeing, work/life balance needs of employees, recognition of contribution, effective communication, etc.).
7. Explain tasks and procedures clearly; tailor messages depending on the individual or team; focus on communicating critical information / key points when delivering a message.
8. Achieve and exceed specific metrics as outlined by operational units; take ownership and be accountable for the customer experience.
9. Commit to an adjusting work schedule based on business, customer, and associate need. Flexibility is expected and required.

BASIC QUALIFICATIONS

1. High School diploma.
2. Currently residing in the country of Mexico.
3. Experience in Microsoft Excel and Word.
4. Bilingual (English & Spanish).
5. Have (or be able to obtain) High Speed Internet (20 MGBs up / 2 MGBs down, or better).
6. Available to work a full-time shift.
7. Available to work on weekends.
8. For foreigners: Valid work permit.

PREFERRED QUALIFICATIONS

1. 2+ years' experience in people management.
2. Bachelor's Degree.
3. Experience leading a remote/virtual team.
4. Six Sigma/Lean Processes Improvement experience.
5. Contact Center Operations experience.
6. Project Management methodology knowledge.
7. 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 this link for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.