Offers “Amazon”

Expires soon Amazon

Kindle Content Customer Service Mngr

  • San José (San José)
  • Administration

Job description

DESCRIPTION

POSITION OVERVIEW
If you have a relentless desire to drive process improvement and motivate and lead a team of exceptionally driven, customer-obsessed associates and team leads, all while analyzing systemic issues and implementing solutions to challenging problems, we have the career you're looking for!

A Kindle Content Customer Service Manager (KCCS Manager) in our San Jose offices sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer-impacting issues and implementing solutions to drive quality and productivity while achieving real time desired service levels. Overall responsibilities include:

People Management:
· The CS manager will be responsible for the overall direction, performance management, coordination and evaluation of a team from 20 to 25 Customer associates and 2-3 team leads
· CS Managers should actively participate in and drive the continuous improvement culture through ‘kaizen' and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality
· The CS Manager will be carrying out supervisory responsibilities in accordance with Amazon.com's policies and procedures. Additional responsibilities include interviewing, training and motivating employees, planning, assigning and directing work and rewarding and disciplining employees
· CS Managers are responsible for communicating policies to associates and become the primary information source for staff, following-up to ensure compliance and consistency, taking corrective action as necessary and documenting the issue and actions taken
· The Kindle Content CS Manager will be responsible for proposing and executing engagement and development activities for associates and team leads
Project Management:
· Identifying customer impacting issues, working out and implementing solutions to improve customer satisfaction scores
· Assisting in developing and implementing training programs to improve the quality and productivity of the team
· Driving process improvements to enhance the operational efficiency of the site
· Development, analysis and improvement of new strategies and procedures
· The CS Manager will have the ability to develop, plan, and implement short and long term goals
· Developing and achieving performance goals and objectives in line with the network wide vision and goals

Desired profile

BASIC QUALIFICATIONS

· Bachelor's degree in Industrial Engineering, Economics, Business Administration or related fields is required
· 2+ years of management and business ownership level experience in a English contact center/sales/shared services environment
· Proven ability to solve process gaps and improving performance indicators while working with stake holders in local and international locations
· Proven ability to be flexible in shift assignments and Business Units
· Able to work in an ambiguous, ‘internet-speed' environment will be a requisite
· Proven experience of Service Level management in partnership with global and cross functional teams is a must
· Demonstrated mid to advanced Excel Skills for Process Quality, Associate Performance and SL Management data analysis I needed

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