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CS Team Manager DSL, Delivery Station Liaison (Level 4)
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Description
Delivery Station Liaison CS Team Manager
The Delivery Station Liaison (DSL) team provides outstanding Customer Service (CS) from within the heart of Amazon’s Delivery Stations. The team provides support to customers who have experienced a failed delivery and require an urgent reattempt, as well as reducing Customer effort by pre-emptively addressing delivery issues before the customer even knows there was a problem.
The IN DSL Team is looking for a full time Team Manager to support one of our regional teams. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and working with stakeholders to implement solutions.
Are you passionate about motivating and developing a team of driven, customer-obsessed associates? Do you love to dive into systemic issues and develop solutions to challenging problems? If you answered yes to both these questions we have the career for you! Amazon is looking for a Team Manager who will have responsibility for approximately 15 agents based in regions across India.
Leadership
Successful candidates will demonstrate:
Effectiveness in developing a large team of customer service associates.
Ability to engage team members in group discussions
Understanding of effective coaching techniques
Ability to support people through individual development plans
Proficient listening and overall communication skills
Positive communicator who is sensitive to having difficult conversations to motivate associates to engage our customers in a positive style
Ability to confidently facilitate team discussions and communicate business messages
Demonstrates a high level of professionalism and is approachable
Operational Delivery
Time management and organizational skills with the ability to prioritize workload for ever changing priorities
Completes tasks on time to a high-quality standard
Takes action on issues and opportunities raised in team Gemba discussions or continuous improvement initiatives
Helps associates understand the performance bar and supports them to reach it
Develops and achieves performance goals and objectives in line with the network wide vision and goals
Encourages and drives team engagement
Key job responsibilities
Remotely lead a team of minimum 15 DSL agents
Analyze performance and metrics.
Join Weekly Business Review calls with Group and Operations Managers to report on performance and share action plans where required.
Coach agents to continuously improve performance
Audit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions
Engage with stakeholders from Amazon Logistics through reporting and regular calls.
Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers
Join regular process improvement (“Gemba”) calls with DSL agents and peers
Travel to Delivery Stations to visit teams and build relationships as and when needed.
A day in the life
The number one priority for this role is to ensure that associates are supported to deliver a world class customer experience. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and implementing dynamic solutions.
The ideal Team Manager understands that supporting their people is the most important 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 feel supported to become legends! They build an inclusive work environment where associates are engaged and feel a positive sense of achievement about their role in creating world class service.
About The Team
The Delivery Station Liaison (DSL) team are the voice of the customer from within Amazon Logistics (AMZL) sites. The team prioritize same day delivery reattempts to deliver for the customer and work in a pre-emptive manner to remove any potential barriers to deliver. All of this is completed whilst providing first in class customer service via outbound calls to our customers.
We are open to hiring candidates to work out of one of the following locations:
Virtual Location - TS
Basic Qualifications
A Bachelor’s degree or equivalent Amazon tenure.
Previous experience managing 15-20 customer service associates in a customer service environment, experience within a contact center preferred.
Previous experience implementing change management successfully transitioning programs into large scale operations.
Excellent written and verbal communication skills both remotely and face to face.
Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
Proven ability to solve complex problems - proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently.
Proven ability to make and implement decisions.
Proven ability to build relationships quickly.
Fosters a positive team environment and collaboration within the site.
Easily approachable, cooperative, and a team player, easily gains the trust and support of associates, supervisors and peers.
Ability to work flexible working shifts, including weekends, and holidays.
Travel as need across your network of Delivery Stations (20-35%).
Preferred Qualifications
Comfortable working in a diverse group and contributing to an inclusive culture
Previous experience managing teams within a remote environment.
Delivery Station experience is preferred.
Strong, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team.
Strong project management and people management skills.
Strong business sense and ability to create, communicate and achieve a vision.
Experience driving improvement, innovating new processes and driving out waste.
Six Sigma knowledge or similar models such as Lean are advantageous.
Company - Amazon Dev Center India - Hyderabad - A85
