CSJP Team Mgr
DESCRIPTION
• Direct supervisor of a team of associates in which you are responsible for coaching, engagement, communication, developing talent, driving results, performance management, and innovation.
• Apply a balanced coaching style based on the individual and situation; use a question-based approach when coaching to influence and motivate.
• Manage individual associate performance goals as defined by leadership. Leverage disciplinary processes to manage associate performance accordingly.
• Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required.
• Tailor messages depending on the individual or team; focus on communicating critical information / key points when delivering a message; explain tasks and procedures clearly.
• Achieve and exceed specific metrics as outlined by operational units; take ownership and be accountable for the customer experience.
• Be the pulse of the business; actively observe barriers to compliance, productivity, and quality, and escalate for resolution.
• Drive business based projects as assigned by leadership.
• Commit to a flexible work schedule based on customer and associate need. Flexibility is expected and required. [Examples: nights, weekends, holidays]
BASIC QUALIFICATIONS
• Two years of experience in a people management or leadership role which includes coaching and developing others
• Proficient in Microsoft Excel and Word
• Language fluency (written and spoken) in Japanese
PREFERRED QUALIFICATIONS
• MBA or Master’s Degree
• Six Sigma/Lean Processes Improvement experience
• Contact Center Operations experience
• Project Management methodology knowledge
• Experience managing KPIs
• Bachelor's degree or two years of experience in Amazon CS