Description

　　The Delivery Station Liaison (DSL) team provides outstanding Customer Service 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 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.

　　Key job responsibilities

　　Remotely lead a team of 17-25 DSL agents

　　Analyse 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.

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

　　Cairo, EGY

　　Basic Qualifications

　　Bachelor’s Degree level or equivalent

　　Experience in leadership or people management experience

　　Prior usage of Microsoft Office including Excel using tools such as Pivot Tables and lookups

　　Proficiency in English.

　　Ability to work flexible working shifts, including weekends, and holidays.

　　Preferred Qualifications

　　Comfortable working in a diverse group and contributing to an inclusive culture

　　Previous experience managing teams within a remote environment.

　　Proficient in process improvement

　　Self-starter who is able to proactively develop an operations team to highest potential