Description

This is an in-person role, located in Tempe, AZ.

Amazon’s Candidate Connection Services (WFS) team is looking for a talented Area Manager to help lead our call center operations and drive performance with our associates. A successful candidate will be able to work efficiently and independently in a fast-paced environment, communicate clearly and effectively, manage high volumes of tasks and projects, react with appropriate urgency to situations that require a turnaround, think creatively and strategically, exercise strong judgment and be proactive and innovative in solving problems that affect customers. The candidate will also be customer-service oriented removing barriers in hiring process and should have great people management skills.

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

Key job responsibilities

People Management:

• Lead and manage a team of approximately 10-15 Call Center Associates; responsible for the overall direction and performance of the teams.

• Responsible for managing, direct supervision and providing direction to Team Leads, who will support you on the day to day operation.

• Ability to set the vision, direction and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, holding the team accountable for meeting and exceeding performance targets.

• Conducts performance improvement efforts by coaching, using metrics to identify needs, and implementing short- and long-term action plans to guide progress.

• 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.

• Effectively partner and build productive working relationships with direct reports, peers, leadership and other departments.

Operations Management:

• Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the team.

• Ability to use data and insights to prepare metric reviews.

• Ensure Service Level Agreement (SLA) is adhered to for all support services.

• Solving complex customer support issues and proactively heading off negative service trends.

• Identifying and eliminating root cause barriers to accuracy, productivity and quality.

• Developing and achieving performance goals and objectives in order to achieve customer support expectations.

Basic Qualifications

• 1+ years of manager in contact center or similar frontline operation experience

• 1+ years of using case management system, reviewing cases, determining appropriate processes and policies that apply to a specific situation, and resolving a case or establishing/executing a case management plan experience

• Experience using PeopleSoft, Oracle, SAP, ADP or other HR management and Payroll systems as well as call center applications

Preferred Qualifications

• Bachelor's degree in business, HR, or a related field

• 2+ years of leading a team with experience in hiring and developing talent experience

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.