Contact Centre Operations Manager at Amazon

The Customer Service Operations Manager is responsible for the overall direction, coordination, quality and productivity of contact center operations. This position requires a candidate who has the ability to drive process improvements and keep pace with our growth while motivating others to meet the goals of an extremely customer focused and metrics guided environment.

Overall Responsibilities Include

• People Management: Lead and manage teams of 4 Group Managers (CS) and 270 Customer Service Associates; responsible for the overall direction and performance of the teams.
• 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; and effective conflict resolution.
• Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments.
• Manage the career growth and development of the leadership team by driving focus on Amazon’s Leadership Principles. Plays a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model.

Project Management

• Solving complex customer service issues and proactively heading off negative service trends.
• Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
• Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
• Developing and achieving performance goals in order to achieve customer promise expectations
• Manages workflow, handles escalations, proactively engages resources to address issues, and effectively delegates workload across the leadership team.
• Participates on business leadership meetings; develops and drives strategies and programs which improve the position and profitability of the organization.
• Drives creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.
• This position requires a candidate who has the ability to stay focused and keep up with our continuous and fast-paced growth – all while motivating others to meet the daily goals of an extremely deadline-guided environment. The ideal candidate will have a strong commitment to employee development (including an emphasis on selection and retention), as well as an exceptional level of dedication, motivation and intelligence. Strong communication skills as well as a strong technical aptitude are required.
• The ideal candidate actively seeks to understand Amazon.com core business values and initiatives, and translate those into everyday CS practices. They will be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and well-organized problem solving with an unrelenting passion for excellent customer service

Basic Qualifications

• BA/BS degree (NQF Level 7) or higher and/or 5 years middle management experience within Amazon and/or 7 years’ experience at senior management level managing a complex business operation in a similar environment
• 5+ year’s successful experience in Operations Management with demonstrated progressively increased responsibility.
• Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement is strongly preferred
• Advanced knowledge of Excel, strong presentation skills, and the ability to motivate and inspire large groups of people are a must
• Project Management experience
• People management of large teams (Managing 90 indirect reports and 4 indirect reports within Amazon and/or at least up to 100+ indirect reports and 4+ direct reports with another company)

Preferred Qualifications

• MBA
• Knowledge of Six Sigma/Lean Processes
• Direct experience in Contact Center Operations (Technical Customer Service Support)
• Ability and desire to relocate to take advantage of future growth opportunities
• Must we willing to work in a shifted environment. Amazon CS CPT runs a 24/7 operation and we require our workforce to be flexible in terms of their work schedule.