DESCRIPTION
The number one priority for this role is to support the associates who will directly report to you. In this role you will be responsible for the coaching, development, performance, and engagement of your associates. The role expects your people to be your priority focus and you will be tasked with supporting your people and removing any barriers that prevent them from demonstrating the Amazon Virtual Operations Tech Support (VOTS) Tenets on every contact. You secondary focus will be the ability to manage projects from the creation through to completion while maintaining the standards set by the VOTS leadership and VOTS Tenets.
The ideal Team Manager understands that supporting their people is the most critical 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 become legends! They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service.
You will be responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success. As a single threaded leader for your people you will take care of all elements of your associates satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on issues arising in your team Gemba. As a leader of associate facing agents, you will be expected to role model world class service by regularly handling customer contacts. As a leader you will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon VOTS Contact Tenets; you will ensure your people understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel.
BASIC QUALIFICATIONS
· Must read, write, and speak fluently in English
· Permanent non-seasonal employee
· Strong verbal and written communication skills
· In Good Standing
· In depth knowledge of IT Hardware and Operating System
· Ability to be on call one weekend a month
Skill Requirements
Leadership:
· Experience coaching or leading a team of people or 4-year degree
· Flexible to support a 24/7/365 operating environment and a fair rotating shift.
· Able to travel, both domestically and internationally, as required by business
· Understanding of effective coaching techniques
· Ability to support people through individual development plans
· Strong listening and overall communication skills
· Positive communicator who understands when necessary how to have tough conversations to motivate associates to engage our customers in a positive style
· Ability to confidently facilitate team discussions and communicate business messages
· Maintains a high level of professionalism and approachability
· Confidence to interview and demonstrate understanding of performance and leadership performance bar and effectively apply to hiring decisions
· The ability to decipher technical terminology and explain in laymen’s terms to your customer
· Be able to effectively create trouble tickets that are clear and concise to the issue and resolution
· Be able to think in logical steps to resolve the issue at hand
· Strong soft skills to deal with escalated CSA issues
Deliver Results:
· Strong time management and organizational skills
· 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
· Drives team engagement
· Strong Deep Dive Skills utilizing Excel Spreadsheets
· Ability to think outside the box in order to solve problems presented
PREFERRED QUALIFICATIONS
· Multilingual (English, German, French, Italian, Japanese, or Spanish)
