KDP CS Team Manager , Kindle Direct Publishing at Amazon

DESCRIPTION

• The Team Manager is accountable for creating a high performance culture that motivates associates to demonstrate levels of ownership, accountability and Publisher advocacy that enables a remarkable customer experience. As a front line manager of associates, the Team Manager will regularly monitor key metrics for their team and provide coaching, guidance, and mentorship to achieve individual and team goals. The Team Manager is also responsible for interviewing, employee development, supporting training initiatives, process improvements, performance management and team engagement.

Key job responsibilities

• Lead a team of Customer Service Agents
• Working flexible hours including evenings and weekends
• Responsible for meeting with the team members regularly and conducting 1:1s for performance and career development purposes.
• Carry out supervisory responsibilities in accordance with policies and procedures. Duties include but are not limited to: interviewing, training, motivating and coaching employees; fostering effective employee career growth and succession planning; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
• Promote a positive team environment. Demonstrates effective communication and cooperation amongst management and peers to manage team workload and morale.
• Conducts performance improvement efforts by coaching, using metrics to identify needs, and implementing short and long term action plans to guide progress.
• Work with staffing agency partners and/or HR teams to recruit top talent.
• Promotes, plans, performs and implements process improvements. Leads or participates in GEMBA walks.
• Actively seeks solutions and provides trends & feedback to the Group Manager or Operations Managers to drive technology and operational improvements; interface effectively with internal teams.
• Serves as a role model by displaying good judgment, positive work ethic, strong interpersonal skills, adherence to policies, and demonstrates a commitment to excellent customer service.
• Demonstrates appropriate sense of urgency for email response times and phone service levels. Accountable for service level agreements for self and team.
• Manages and maintains payroll and schedule adherence in payroll system.
• lead projects when necessary

BASIC QUALIFICATIONS

• Previous team management experience
• Proficiency in using MS tools
• Flexibility to work in an overnight shift environment which includes weekends and public holidays

PREFERRED QUALIFICATIONS

• KDP subject matter expertise
• Previous Amazon customer service experience