The successful candidate will be responsible for leading and motivating a group of Customer Service (CS) Team Leads and approximately 20 CS Associates within the amazon.co.uk Ltd VCC (Virtual Contact Centre) team. The VCC Team is a critical part of the amazon strategy and is the biggest area of planned growth in the coming years. The virtual teams work completely remotely and fulfill Amazons customer’s needs in the exact same manner as people in our buildings, they simply do it from the comfort of their home! The primary function of the VCC Team Manager is to lead their team to deliver world class customer service through phone, email and chat channels.

This role will work virtually for at least 90% of the time. Therefore, it’s vital that the successful candidate is motivated to work remotely and lead a virtual team. The role will be placed within a reasonable distance from one of the Amazon UK buildings in Cork, Ireland or Edinburgh, Scotland. It is envisaged that the successful candidate will initially spend 2-3 months on site to be trained and inducted before moving off site and leading remotely.

This is a highly visible position that is critical to Amazon’s Customer Service operations, with direct accountability for performance management, quality, and metrics of their team.

Deliverables/ Scope:

• Manage approximately 20 Associates and a Team Lead
• Recruit, train and manage Associates
• Manage teams’ workflow in phone, email and chat channels
• Lead Associates and Team Leads to the achievement of their performance goals
• Ensure high compliance to operational processes and policies
• Measures performance, provides feedback, hold Associates and Leads accountable for their performance
• As needed partner with CS Associates to establish corrective plans to insure that individuals meets objectives
• Conduct regular 1-2-1s’ with Associates and Team Leads
• Ensure all Service Levels are met by ensuring compliance to schedules, monitoring incoming volumes for out of pattern trends or customer impacting issues and ensuring appropriate occupancy within teams
• Manage and drive quality initiatives, process change initiatives, and other Change/ Six Sigma initiatives
• Communicates and maintains Amazon CS vision, direction and culture to the team
• Represents Amazon.com by maintaining a positive and professional attitude
• Effectively delegates to his/ her Team Leads for development and growth
• Maintains great motivation levels in their group
• Handling escalated customer contacts requiring manager intervention
• Constantly improving workflow and operational processes
• Leads process-improvement efforts and manage the implementation of both business processes and technical solutions
• Applies best practices from and share best practices with global counterparts
• Partner with the VCC Programme team to continually build new processes to support effective virtual working
• Represents the Voice of the Customer by appropriately escalating feedback to the relevant CS functions or other internal customers for resolution
• Ensures that all Learning initiatives are completed in a timely manner (as required by corporate, department, or site initiatives)

Basic Qualifications

• Experience of leading and managing a large fast-paced metrics and quality driven Customer Service environment
• Experience of managing virtual teams is highly desirable but not a pre-requisite
• Demonstrated ability to work autonomously and self motivate
• Demonstrated leadership abilities that translate through verbal and written communication
• Demonstrate ability to manage, motivate, and influence work & team behaviours
• High customer orientation (internal and external)
• Ability to organise, manage, and communicate across position levels and functions
• Technical Expertise: in-depth knowledge of planning and analysis; solution driven approach to system and process; advanced computer literacy (Excel, Outlook, Word).
• High dependability – be there to manage team/ Flexibility- flexible on weekend & evening shifts
• Proven capability of responding readily and flexibly to changes
• Goal driven, target orientated, able to step back and look at the bigger picture (helicopter view), the person will also be able to manage ambiguity with their sleeves rolled up, and possess a preparedness to get involved
• Demonstrate a strong track record of problem solving and very strong analytical skill capability as he/ she will is required to look at and find solutions for a variety of operations problems. Look at the difficulty – and fix it. Good timely decisions will need to be made on a regular basis
• Open Communication- Willingness to ask and honestly answer the tough questions. Treat other’s opinions with respect. Fosters open communication. Shares information that helps others do their job well
• Possesses intellectual curiosity; brings insight into the team/ business, especially in a multicultural and multi-location environment
• Quality of work- Consistently provides the highest quality service. Completes work accurately. Pays attention to detail
• Demonstrated superior communication skills (written and verbal); Fluent English; German and/or French desirable but not necessary

Preferred Qualifications

• Six Sigma tools and Lean techniques desirable

Amazon.com - 11 months ago