Amazon Customer Service has an opening for an Operations Manager in our
Contact Center, to support the expansion of Amazon Customer Service,
this position will be based in Rabat (Morocco). This
position will manage team’s customer service associates and be
responsible for the process alignment and customer experience across
Amazon Customer Service.
The Customer Service Operations Manager is responsible for the
overall direction, coordination, quality and productivity of our
contact center operations. The position requires a candidate who has
the ability to drive process improvements and keep pace with our
dramatic growth while motivating others to meet the challenges of an
extremely customer focused and metrics driven environment.
Responsibilities:
Lead and manage teams of 4-5 Customer Service (CS) Team
Managers and 100-200 Customer Service Associates; 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 Manager team by driving
focus on Amazon's Core Values. Play a critical role in building
management depth by providing guidance and mentoring to all levels of
leadership within their organizational units, as well as serving as a
role model.Solving complex customer service issues and proactively preventing negative service trends.Identifying and eliminating root cause barriers to accuracy, productivity, and quality.Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.Developing and achieving performance goals and objectives in order to achieve customer promise expectations.Managing workflow, escalations and effectively delegating workload across the leadership team.Participating
in business leadership meetings; developing and driving strategies and
programs which improve the competitive position and profitability of
the organization.Driving creation of staffing plans,
schedules, quality initiatives, process change initiatives, Lean/Kaizen
activities, and other Change/Six Sigma initiatives.
Job Details
| Date Posted: | 2016-09-09 |
| Job Location: | Rabat, Morocco |
| Job Role: | Customer Service |
| Company Industry: | Customer Service |
Preferred Candidate
| Career Level: | Management |
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