NA Connections Team Manager (L5) (Night Shift)

Job description

DESCRIPTION

At Amazon, we aspire to be the most customer-centric company on earth. To reach that goal, we need exceptionally talented, bright and driven people. If you'd like to help us build the place where everyone can find and buy anything online, this is your chance to make history.
Amazon aims to continually improve its employees' work environment. In order to do that, we are expanding an innovative program called Amazon Connections, which helps us listen and learn from employees on a daily basis in order to improve the workplace. Amazon Connections uses a combination of technology, people and information sharing to improve the work environment and drive strategic business decisions. Here is how it works.
Amazon Connections asks employees questions every day targeted to their business, location, job, or reporting relationship, and covering various topics. In some cases, Connections Advisors clarify and enrich the data by having confidential conversations with some employees. This continuous two-way information flow created through Connections identifies areas for improvement enabling initiatives to be quickly introduced and monitored.
Connections Advisor Team Manager primary functions
· Support the vision, direction, and culture of the global advisor team
· Support individual and team performance expectations and goals
· Provide individual coaching feedback sessions to support performance deliverables
· Monitor real time service levels, key performance indicators and schedule adherence
· Serve as a role model for advisors
· Improve quality and value add service through innovating and simplifying process

In this role, you will
· Report directly to the advisor operations manager. The manager will be responsible for a team of Connections advisors and provide real time support and feedback to build a high performing team
· Conduct bi-weekly one on one meetings with direct reports to identify and eliminate barriers to meet performance goals and objectives
· 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; and effective conflict resolution.
· Communicate policies to advisors and become the primary information source for staff; follow up to ensure compliance and consistency; take corrective action as necessary and document the issue and actions taken.
· Develop and achieve performance goals and objectives in order to achieve Connections customer promise expectations.

Successful candidates possess the following qualities
· A “hands on,” “roll up your sleeves” mentality
· Strong internal team and external customer focus
· Bias for Action, strong work ethic, and a desire to achieve excellent results
· The ability to connect and positively interface at all organizational levels
· A passion for inventing solutions and process improvement
· Excellent interpersonal skills

Desired profile

BASIC QUALIFICATIONS

· Customer service oriented
· Excellent verbal and written communication skills
· MS Office expertise
· Bachelor's degree from an accredited university or two plus years Amazon experience
· Direct experience in Contact Center Operations (Customer Service, Sales, Tech Support, Employee Relations)
· A passion for creating the most engaged work environment for the people who seek to delight our customers every day
· Demonstrated ability to thrive in a fast paced, constantly improving and innovative work environment
· Experience working with confidential information and exercising strong professional judgment