Customer Service Operations Manager

Job description

DESCRIPTION

Amazon is hosting a hiring fair at Tecnológico de Monterrey on October 4th and 5th from 10 am - 18:00pm

You do not need to be a student at the university to apply; we welcome all candidates from diverse backgrounds to visit us and learn more about opportunities with Amazon.

Are you passionate about improving the customer experience? Do you live and breathe in a connected world? Does coordinating across teams, cultures and countries sound exciting to you? If so, the Amazon Customer Service team is hiring CS Operations Managers in LATAM.

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an exceptional manager and analyst who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as Customer Service Operations. The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.

The successful candidate will:

· Create best capacity plans for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
· Develop and improve multiple forecasting models using data analysis and statistical tools.
· Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage/track exceptions.
· Participate in wider customer service projects and initiatives. He/she will own providing optimal CS solutions for upcoming initiatives.
· Coordinate with Operations, Capacity Planning and Finance teams across the global CS team to analyze historical data and forecast demand. Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.
· Support local site management to optimize staffing requirements. Manage SLA through Phone/Email routing and monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA.
· Fully leverage existing technology, including global standardization of reporting.
· Display excellent written communication skills with an ability to transform data points into written explanations and is comfortable with a narrative style of business presentations.
· Lead and manage a team of Workflow Analysts; responsible for the overall direction and performance of the teams.
· Carry out supervisory responsibilities in accordance with Amazon's policies and procedures. Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
· Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.
· Manage the career growth and development of the CS team by driving focus on Amazon's Core Values. Play a critical role in building analytical depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as a role model for these skills.

Desired profile

BASIC QUALIFICATIONS

· Bachelor's Degree in a quantitative field (engineering, economics, math, statistics)
· Experience building and analyzing models using various statistical tools for forecasting and optimization.
· 2+ years' experience in analysis required.
· 5+ years as a people manager with excellent people management skills.
· Proficient in Microsoft Excel.