Customer Service Team Manager , Customer Service

Description
Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon associates will deliver world class service to our customers.
We continue expanding our Customer Service operation in Colombia and we are looking for leaders like you!
Check the job description of the role below, update your resume and apply now!
Customer Service Team Manager
The Team Manager will lead and support a team of 20 Customer Service Associates.
The number one priority for this role is to support the associates in areas such as: coaching, development, performance and engagement and removing any barriers that prevent them from demonstrating Amazon principles on every contact.
The ideal Team Manager understands that supporting their people is the most critical role they perform, to achieve this, they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them. They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service.
You will be 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.
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 CS 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.
Key job responsibilities
Experience 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
Role model contact handling skills
Ability to review contacts and opportunities to support associates with coaching
Deliver Results
Strong time management and organizational skills
Completes tasks on time to a high quality standard
Helps associates understand the performance bar and supports them to reach it
Drives team engagement and actions through Connections results and insights
Basic Qualifications
Experience demonstrating leadership and people management in Customer Service or customer facing roles
Speak, write, and read fluently in English
Experience with Microsoft Office suite, particularly Excel
Based in Bogota
Preferred Qualifications
Experience in a people management or leadership role which includes coaching and developing others
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Company - Amazon Operation Services Colombia S.A.S.
Job ID: A10537477

Work arrangement
Yes