Amazon
CAP Team Manager, CAP
Job Description
If you have 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 Team Manager in our Amazon Development Center 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. • Demonstrated ability to build, develop, direct, and manage 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 decisions
• Proven ability to manage 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, direction, and strategy
• Strong interpersonal and communication skills
• Confident in using Microsoft Package (especially Excel)
• Fluent English skills are required for this role
• Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)
• Exceptional skills in data manipulation and analysis
• Preferred Project Management & knowledge of Six Sigma/Lean Processes
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