Description

　　If you are passionate about driving process improvement and motivating and leading a team of driven, customer-obsessed associates and team leads, all while analyzing systemic issues and implementing solutions to challenging problems, we have the career you’re looking for!

　　The Team Manager sets the vision and culture of their teams by handling individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction and customer experience, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels.

　　Key job responsibilities

　　Key responsibilities include:

　　People Management:

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

　　Actively participate in and drive the continuous improvement culture through ‘kaizen’ and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.

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

　　Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom associates into future CS Team Managers

　　Leading Site Level initiatives, primary owner of functional responsibilities that impact overall site and may require interface with other sites in network

　　Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

　　Expected to be 2nd in line to the Group managers and at times might be required to perform delegated duties of group managers

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

　　Amazon is an equal opportunity employer

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

　　Cairo, EGY

　　Basic Qualifications

　　5-7 years of overall experience and 3-4 years of supervisory exposure in managing a team size of 25-30 associates.

　　Demonstrated ability to build, develop and handle a group of people

　　Ability to support Business and provide solutions to customer pain points

　　Ability to handle complex and ambiguous scenarios

　　Ability to organize, prioritize and schedule work assignments

　　Ability to make administrative and procedural decisions

　　Demonstrated ability to handle reporting and analysis

　　Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations

　　Ability to effectively and efficiently complete difficult goals or assignments

　　Can adapt well to changing circumstances and strategy

　　Strong interpersonal and communication skills

　　Confident in using Microsoft Package (especially Excel)

　　Fluent English skills are required for this role

　　Experience in Contact Center Operations (Customer Service, Sales, or Collections)

　　Strong in data interpretation and analysis

　　Applicant needs to be in People Management role

　　Preferred Qualifications

　　Graduate Degree is preferred

　　Preferred Project Management & knowledge of Six Sigma/Lean Processes

　　Advanced computer skills using a variety of programs is highly desired

　　24/7/365 availability, including willingness to work on weekends, and outside of the "standard" work day

　　3 plus years’ experience with Customer service