Amazon

CAP Team Manager, CAP

Posted On

Sept. 6, 2024

Location

Virtual, Virtual

Experience Level

Freshers/Experienced

Job Type

Customer Service

Apply By

Sept. 24, 2024

Job Description

For more details on the req please visit the Rekindle landing page - https://www.amazon.jobs/en/landing_pages/rekindle

Job summary
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is guided 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.

Concession Abuse Prevention (CAP) works to identify and eliminate concession abuse while preserving customer trust. If you are passionate about driving process improvement and motivating and spearheading a team of focused, customer-obsessed associates, all while identifying systemic issues and implementing solutions to exciting problems, we have the career you’re looking for!

A Team Manager sets the vision and culture of their teams by handling 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.

Key job responsibilities
People Management:
• Guiding and developing a team of 20-30 associates; responsible for the overall performance management, coordination and evaluation of the team.
• Passionately participate in and drive the continuous improvement culture through ‘kaizen’ and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
• Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employee performance; and effective conflict resolution.
• Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom associates into future CS Managers.
• 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.
• Develop and Achieve performance goals and targets in line with the network wide vision and goals
Business/Operations Management:
• Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.
• Assist in developing and implementing training programs to improve the quality and productivity of the team.
• Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
• Developing and achieving performance goals and targets in line with the network wide vision and goals.
• Focus on management of SLA, quality and customer experience
• Trouble shooter in case of issues relating to process affecting the SLAs • Demonstrated ability to build, develop and handle a group of people
• Ability to support Business and provide solutions to customer pain points
• Ability to handle complex and ambiguous scenarios
• Ability to organize, prioritize and schedule work assignments
• Ability to make administrative and procedural judgements
• Demonstrated ability to handle reporting and analysis
• Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations
• Ability to effectively and efficiently complete difficult goals or assignments
• Can adapt well to changing circumstances and strategy
• Strong interpersonal and communication skills • Comfortable in using Microsoft Package (especially Excel)
• Fluent English skills are required for this role
• Experience in Contact Center Operations (Customer Service, Sales, or Collections)
• Strong in data interpretation and audit
• Preferred Project Management & knowledge of Six Sigma/Lean Processes

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