Job Description

DESCRIPTION

Job summary
Amazon strives to be Earth's most customer-centric company where people can find and discover anything they want to buy online. We also offer Digital & Device services to customers in US, UK, CA, AU and IN. We provide world-class services on Amazon devices like Echo, Kindle, Fire TV and Dash and digital contents like games, software, music & videos. Amazon's evolution on devices and content is fueled by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.

Position Description: Team Manager

REPORTEES Associates
REPORTING TO Group Manager

Summary of Responsibilities

Digital & Device, Alexa Support Team Manager (D2AS Team Manager-Virtual)

A Team Manager will be responsible for translating the vision and direction of teams at our D2AS Virtual Customer Service team. You will lead a team of 12-15 associates; will be responsible for the overall performance management, coordination and evaluation of the team. The tech support center provides support to North American, European, and Indian & Australian business units over Email, Chat, Message us and Phone contact mediums across Digital & Device Product lines.

Key responsibilities include
Responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success. As a single threaded leader for your people you will take care of all elements of your associates satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on issues arising in your team Gemba. As a leader of customer facing associates, you will be expected to role model world class service by regularly handling customer contacts. As a leader you will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon D2AS Contact Tenets; you will ensure your people understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel.

Knowledge & Skills Required

Leadership:

• Ability to develop individuals and lead a team of people.
• Ability to organize, prioritize and schedule work assignments.
• Ability to adapt well to changing circumstances and strategy.
• Strong interpersonal and communication skills.
• Experience in coaching or leading people
• Understanding of effective coaching techniques
• Ability to create and continually support people through individual development plans
• Strong listening skills
• Positive communicator who understands when necessary how to have tough conversations
• Knows and communicates the Amazon mission, vision and strategy
• Ability to confidently facilitate team discussions and communicate business messages
• Maintains a high level of professionalism and approachability
• Advocate for Associate Engagement (i.e., work/life balance needs of employees, recognition of contribution, effective communication, etc.)
• Confidence to interview and demonstrate understanding of performance and leadership performance bar and effectively apply to hiring decisions

Delivering Service

• Knows Amazon process and policies at an expert level
• Expertise in Amazon devices, digital services and remain aware of new product developments, provide inputs and tactical direction to D2AS Business
• Ability to utilize the tools and resources and impart the learnings in coaching the team
• Demonstrates passion for delivering a positive customer experience, and Should be able to work with minimal supervision without much dependency
• Ability to review contacts to identify WOW moments and opportunities to support associates with coaching
• Develop and implement practices that measure the effectiveness and performance of the Technical Support Function

Deliver Results:

• Strong time management and organizational skills
• Completes tasks on time to a high quality standard
• Takes action on issues and opportunities raised in team Gemba
• Helps associates understand the performance bar and supports them to reach it
• Drives team engagement and actions through Connections results and insights
• Proficient in Microsoft office products (Excel, Word etc.)

Basic Qualifications

• Bachelor degree in any stream
• The ideal candidate will have five-seven years of overall experience and two years of supervisory exposure.
• Proficient oral and written communications skills
• Strong technical and analytical aptitude is required.
• Flexible to work in shifts and weekends whenever the business needs it as we have 24/7 operations.

Preferred Qualifications

• Bachelor's degree in Engineering stream or MBA
• Two plus years' experience with Technical Support would be an added advantage
• Advanced computer skills using a variety of programs highly desired

BASIC QUALIFICATIONS

• Bachelor degree in any stream
• The ideal candidate will have five-seven years of overall experience and two years of supervisory exposure.
• Proficient oral and written communications skills
• Strong technical and analytical aptitude is required.
• Flexible to work in shifts and weekends whenever the business needs it as we have 24/7 operations.

PREFERRED QUALIFICATIONS

• Bachelor's degree in Engineering stream or MBA
• Two plus years' experience with Technical Support would be an added advantage
• Advanced computer skills using a variety of programs highly desired