Description

Are you are passionate about driving process improvement and motivating a team of driven, customer-obsessed associates and team leads? Do you love to analyze systemic issues and implement solutions to challenging problems? If you answered yes to both these questions we have the career for you!

A Team Manager sets the vision and culture of their teams by setting individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and implementing dynamic solutions.

People Management Responsibilities:

• Leading and developing a team of 20-30 associates; responsible for the overall performance management, coordination and evaluation of the team.

• Develop and Achieve performance goals and objectives in line with the network wide vision and goals.

• Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training, planning and assigning work, reviewing employee performance, and conflict resolution.

• Mentoring to new managers and as well as employees with high growth potential.

• Leading Site Level initiatives, primary owner of functional responsibilities that impact overall site: Performance Related Pay and transportation are two examples.

• Communicating policies to associates as the primary information source for staff.

• Ensure compliance and consistency; corrective action and documentation.

Business/Operations Management Responsibilities:

• Management of SLAs (Service Level Agreements), quality, and customer experience.

• Trouble shoot issues relating to process affecting the SLAs compliance.

• Responsible for quality and productivity of assigned team.

• Developing and achieving performance goals and objectives.

• Identifying customer issues, building and implementing solutions to include process improvements.

• Drive process improvement and continuous improvement culture through ‘kaizen’ and lean projects.

• Identifying and eliminating barriers to accuracy, productivity, and quality.

We are open to hiring candidates to work out of one of the following locations:

Manila, PHL

Basic Qualifications

• Completed Bachelor's degree from an accredited university

• 3 years experience in customer service, sales or collections

• 4 years of supervisory exposure

• English language fluency

Preferred Qualifications

• MBA is a plus

• 5 years of overall professional experience

• Advanced computer skills using a variety of programs highly desired.

• Ability to stay focused and keeps up with our continuous and fast-paced growth

• Demonstrate ability to be a strong team player, behaves like an owner, and ultimately focused on delivering results with high standards

• Ability to demonstrate consistent effort, intense commitment, and willingness to go above and beyond when needed

• Ability to take initiative without being asked to.

• Plans efficiently while avoiding analysis paralysis

• Should be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving and is passionate about excellent customer service.

• Demonstrated ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of a customer-focused and metrics driven environment

• Hands-on experience in driving process related automation with technical team where needed