CS Team Manager (Fluent French and English Required)
Amazon
Rabat , MA
il y a 20h

DESCRIPTION

Our overall mission is simple : We want Amazon to be the place where our customers can find, discover and buy anything online.

Whatever our customers want, we will find the means to deliver it. With your help, Amazon associates will deliver excellent service to our customers.

  • Amazon is looking for a Customer Service Team Manager who will lead and support a team of Customer Service Associates based in Rabat;
  • The number one priority for this role is to support the associates who will directly report to you. In this role, you will be responsible for the coaching, development, performance and engagement of your associates.

    The role expects your people to be your exclusive focus and you will be tasked with supporting you people and removing any barriers that prevent them from demonstrating the Amazon Customer Service Contact Tenets on every contact.

    The ideal Team Manager understands that supporting their people is the most critical role they perform, to achieve this they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them and invests time in developing their people to become legends! They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering excellent service.

    You will be responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success.

    As a single threaded leader for your people, you will take care of all elements of your associates satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on issues arising in your team Gemba.

    As a leader of customer facing associates, you will be expected to role model world-class service by regularly handling customer contacts.

  • As a leader you will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon Customer Service Contact Tenets;
  • you will ensure your people understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel.

    BASIC QUALIFICATIONS

  • Bachelors degree
  • Fluent French & English
  • Experience in people management in permanent or interim roles is needed
  • Experience in applying effective coaching techniques with a strong passion for employee development
  • Experience in supporting customer service representatives to understand and achieve their performance goals
  • Ability to communicate positively
  • Ability to promote and lead team discussions and communicate business decisions
  • High level of professionalism and accessibility
  • Example for contact processing and active support in peak and backlog times with independent contact processing
  • Excellent time management, organizational skills and presentation skills
  • Knowledge in the development of positive team dynamics
  • High resilience and stress resistance
  • Ability to deal with constant change
  • Good level in Microsoft tools : Excel, Word...
  • PREFERRED QUALIFICATIONS

  • Knowledge of Process Improvement / Quality Control Tools and Method - Process Improvement (Lean / Six Sigma) experience
  • Experience in identifying measures to increase team / employee engagement by using survey results
  • Strong analytical skills with advanced talents in Excel tool
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