Description

　　Amazon Business (AB) is the newest Customer Service Vertical within Amazon. The AB Customer Service Frontline Operations team is accountable for offering an exceptional customer experience to large-scale, SMB and small business customers throughout all stages of the customer lifecycle. As AB frontline Team Manager (f/m/d) you own your team’s key performance metrics and well-being. Your main responsibility will be to provide coaching, guidance, and mentorship to drive engagement and achievement of individual and team performance goals. As ABCS Team Manager you are responsible for providing high-quality, timely and efficient service to our business customers by maintaining and optimizing the productivity and ownership of your team.

　　Severely disabled applicants with the same qualifications will be given preference. As soon as

　　the application of a severely disabled person is received, the representative body for severely

　　disabled persons at the location is automatically involved in the application process by the

　　recruiter in accordance with section 164 (1) sentence 6 of the German Social Code IX (SGB

　　IX) and, as far as possible, is present at the interviews. Unless the severely disabled applicant

　　rejects this (Section 164 (1) sentence 10 SGB IX). § Section 178 (2) SGB IX remains

　　unaffected by this.

　　Key job responsibilities

　　• Manages performance and behavior of Amazon Business CSAs through effective 1:1 meetings, coaching and mentorship.

　　• Implement team and individual performance goals, monitors and evaluates against those

　　• Driving development and action plans to resolve performance barriers as needed and ensure CSA development.

　　• Reviewing and analyzing performance metrics to identify areas of opportunity

　　• Search and create reports reflecting people and team performance

　　• Ensuring that AB CSAs have a clear understanding of performance, expectations, behavior criteria and how it impacts overall Amazon Business customer experience, team and organization performance

　　• Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, driving just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.

　　• Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.

　　• Participates in process improvement change initiatives.

　　• Conducts AB customer interaction audits and provide coaching to improve performance.

　　• Maintains a positive and professional demeanor always portraying the company and AB organization in a positive light and effectively managing sensitive issues.

　　• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

　　A day in the life

　　Your main focus each day is your team. You decide what your CSAs need. Today maybe praise for a personal achievement, performance or career progression coaching or just small-talk. You will communicate through Chime chat, calls or scheduled meetings. Today might be Weekly Business Review Day, where you report back to your Group Manager on last week’s performance and present planned actions for the week. You might also engage with other departments to discuss and clarify open questions. After that you might work on a project you chose for yourself on something you are passionate about.

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

　　Virtual Location - DEU

　　Basic Qualifications

　　• Amazon Business Customer Service Experience

　　• Experience in people management, ideally in Amazon Customer Service.

　　• Language proficiency (verbal and written) in German and English is mandatory

　　• Good business and data understanding

　　• Passionate about coaching and developing people

　　• Strong prioritization and time management skills, with a high degree of flexibility.

　　• ACES stage 1 completion

　　Preferred Qualifications

　　• Specific experience related to Amazon Business and/or Tax/Invoicing/Freight-Delivery

　　• Experience in a B2B environment

　　• Demonstrates strong, adapted and effective communication, composure, and professional

　　attitude.

　　• Ability to deal with ambiguity within a consistently changing environment.

　　• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.

　　• Demonstrates ability to analyze data, using the data to drive decision making.

　　• Fosters a positive team environment and collaboration within both local, EU-wide and

　　global team.

　　• Easily approachable, cooperative, and a team player, easily gains the trust and support of

　　CSAs and peers.

　　• Proven effectiveness towards career development of direct reports.

　　• Demonstrate appropriate sense of urgency and adaptability in response to changing business

　　needs.

　　• Strong analytical / dive deep skills.

　　• Experience in process improvement.

　　• ACES Stage 2 Certification.

　　Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

　　m/w/d