Launched in 2006, Amazon Web Services (AWS) began exposing key infrastructure services to businesses in the form of web services -- now widely known as cloud computing. The ultimate benefit of cloud computing, and AWS, is the ability to leverage a new business model and turn capital infrastructure expenses into variable costs. Businesses no longer need to pl...
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Leading and developing associates and team manager(s); responsible for the overall direction, coordination and evaluation of the team.
Identifying and eliminating barriers to accuracy, productivity, and quality of work.
Carrying out supervisory responsibilities in accordance with AWS (Amazon Web Services™) policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
Owning and driving performance metrics with the team, to include the use of a Quality Assurance program to "Move the needle"
Solving complex customer service issues and proactively heading off negative service trends.
Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
Development, analysis and improvement of new strategies and procedures. The Operations Manager will have the ability to develop, plan, and implement short- and long-range goals.
Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
Voice of the Customer: Summarizing and providing critical analysis to top 3 customer issues to be improved on a quarterly review cycles.
5+ years relevant experience managing customer service teams (from associates to managers).
Direct experience in Contact Center Operations (Customer Service, Technical Support, Sales, or Collections).
Strong oral (speaking, listening, interpretation) and written communication skills.
Able to work in an ambiguous, internet-speed environment.
Absolute passion for ensuring a great customer experience with every contact.
A record of driving projects to improve support-related processes.
Flexible work schedules (weekends and/or evenings)
BA/BS/Masters degree or equivalent experience
He or she will have strong experience with quality engineering, process improvement, and operational excellence.
This leader will be known for his/her ability to communicate vision and drive execution and work seamlessly with both technical teams and business teams.
He or she will have a strong reputation for attracting and developing the best talent.
This leader will have the intellectual capacity to look at a wide array of options and identify what truly matters.
He or she will be someone who stays connected to the details of his or her business.
He or she will be an inspiring people manager and adept at quickly growing the organization.
Experience with AWS, Cloud Computing or technical support industry