CS Team Mgr VCS, NA Primary at Amazon

A VCS TM is responsible for coaching, building, and leading high performing CSAs and teams resulting in a world class customer experience. With guidance from senior leadership, TMs lead teams using Amazon leadership principles, translate Amazon vision, Amazon Contact Tenets, and provide direction to achieve individual and team performance goals. TMs promote a working environment and culture in which employees are treated with dignity, respect, and fairness, resulting in an engaged and motivated workforce.
A key objective for a TM is coaching to engage, encourage, understand, ensure alignment with Amazon Customer Tenets, and eliminate blockers to help CSAs support the customer, realize their potential and improve performance.

The VCS TM fosters CSA and team engagement by cultivating Amazon's peculiar culture and focusing on creating an exciting place to work; developing talent; resulting in high performing teams. The VCS TM communicates directly with team members, helping to build an engaged workforce and managing team and individual performance. The TM manages the escalation of daily issues within the team through clearly communicated mechanisms proactively raising business challenges, collect business process feedback from the CSAs, and provide insights into working practices.
Due to the virtual nature of the position Amazon requires candidates to meet the Amazon internet requirements which is to have a dedicated 10MB Uncapped Fibre line (LTE lines are not eligible for this role). Candidates should also have a suitable work from home environment or dedicated works space at home.

Basic Qualifications (external applicants)

• Candidates must have completed Min NQF 6 qualification
• Minimum of 3 years’ experience in a leadership and coaching role
• South African Citizen / Permanent Resident / Holder of legal right to work in South Africa
• Updated CV with qualification certificates attached

Skill Requirements:

Leadership:

• Participate in talent development by identifying, supporting, and mentoring CSAs.
• Encourage career progression whether inside or outside their teams (promotion/transfer); actively help team members in seeking other positions.
• Manage the team and individual performance. Take ownership, be accountable, and hold CSAs accountable for maintaining a high customer experience standard.
• Regularly communicate with your team; discuss Amazon’s culture and business including Leadership Principles, CS and Contact Tenets.
• Create a safe, trusting environment for open dialogue; encourage team members to express views, even contrary ones, and to be vocally self-critical.
• Be the main point of contact and advocate for CSAs, responding quickly to requests for help/information on work related matters, such as pay or HR issues.
• Ensure confidentiality of CSA information that is shared; escalate to the appropriate parties when issues require escalation (such as harassment, hostile work environments etc.) and close the loop with CSAs regarding concerns raised.
• Explain the reasoning and logic behind, and impact, of, decisions, actions, and recommendations.
• Cascade and communicate critical information in a timely and succinct manner from operational management to team and from team to operational management ensuring thoughts are clearly and succinctly expressed; tailor the message depending on the individual or team; focus on key points when delivering a message; explain tasks and procedures clearly.

Coaching:

• Deliver documented coaching, in collaboration with CSAs to improve an existing or new specific skill or behavior, and to provide positive reinforcement.
• Apply a balanced coaching style based on the individual and situation; use a question-based approach when coaching to influence and motivate.
• Consistently provide specific, data driven, balanced, and actionable feedback based on behaviors to improve.

Deliver Results:

• Achieve/exceed or significantly improve specific metrics as outlined by operational units
• Achieve/exceed the bar for Leadership Behaviour Index and Engagement Index.
• Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required.
• Manage individual CSA performance (quality, productivity, compliance, and Amazon behaviour expectations).
• Use coaching to support CSAs to achieve business or organizational results related to quality, productivity, compliance, and development
• Leverage disciplinary processes to manage CSA performance accordingly, which may require partnership with HR, Employee Relations (ER), and Legal. Manage individual CSA performance KPIs as defined by leadership.

BASIC QUALIFICATIONS

• Candidates must have completed Min NQF6 qualification or higher
• Minimum of 3 years’ experience in a leadership and coaching role
• South African Citizen / Permanent Resident / Holder of legal right to work in South Africa

PREFERRED QUALIFICATIONS

• NQF 5 Qualification or higher
• 2 years leadership & coaching experience obtained in the last 3 years.