Customer Service Supervisor

JOB DESCRIPTION

Seller Support at Amazon provides candidates with an opportunity to join a diverse, multicultural team with direct partnerships across extensive worldwide locations.

Amazon and Seller Support pride ourselves on growing talent and leadership from within, offering multiple career paths in areas such as people management, program management, technical support, HR, training and development and workforce planning.

Roles within Seller Support at Amazon offer candidates the opportunity to grow and develop skills such as mentorship, coaching, negotiation, process improvement, account management, data analysis, presentation and communication all while contributing to our vision of creating and sustaining a culture of approachable excellence that delivers a remarkable and reproducible Seller experience

Responsibilities:

• Manages performance and behavior of 18-24 Amazon Associates through effective 1:1 meetings, coaching, and mentorship.
• Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
• Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
• Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.
• Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making 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 daily Kaizen events to identify and implement process improvement change initiatives.
• Conducts Seller interaction contacts through weekly phone time compliance and audits to provide coaching to improve performance.
• Maintains a positive and professional demeanor always portraying the company 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.
• Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues and questions.
• Create analytical capability in the process to analyze performance trends and follow up corrective plans
• Solution focused, with passion for people leadership and a drive to nurture a culture of innovation reinforcing the value of the Amazon leadership principles.
• Excels at providing coaching and mentoring to others with a goal of achieving success.
• Advocate for Associate engagement, fostering teamwork and collaboration towards achieving team goals.
• The ideal candidate will have a demonstrated ability to lead by example, motivate others to excellence and insist on the highest standards around performance, behaviors, and Seller interactions.

The Team Supervisor is accountable for creating a high performance culture that motivates associates to demonstrate levels of ownership, accountability and seller advocacy that enable the vision of a remarkable Seller experience.

As a front line manager of associates, the Team Supervisor will provide coaching, guidance, and mentorship to drive achievement of individual and team performance goals.

The Team Supervisor is responsible for providing timely and efficient service to our Sellers by optimizing the productivity of team that results in a perfect Seller Interaction.

Other responsibilities include interviewing, training, performance management and employee engagement.

The successful candidate will have a commitment to achieving excellence in the Associates and Seller experience, and therefore a strong record of customer focus, a passion for employee development and a keen interest in process improvement are key requirements for this role.

BASIC QUALIFICATIONS

• Should be physically located in Cebu and amenable to report onsite for the entire duration of training and ramp; hybrid modality until the 6th month and performance based eligibility for full remote work certification.

*College graduate and have experience handling a team in the BPO industry for a minimum of 3 years.
*Strong acumen in CI methodologies to drive the Gemba mindset and consistent to initiate process improvement initiatives. Successful completion and certification in Lean/Six Sigma preferred.

• Fluent in English Written/Verbal Communication Skills. Demonstrates effective, clear and professional written and oral communication.
• 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 the site.
• Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
• Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
• Strong prioritization and time management skills, with a high degree of flexibility.
• Ability to embrace constant change with flexibility and good grace.
• Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
• Demonstrates effective communication, composure, positive and professional attitude.

PREFERRED QUALIFICATIONS

• Applicant should have completed 3 years in a supervisory role
• Excellent process knowledge/ writing skills/ Others - Applicant should have strong analytical / dive deep skills and customer obsession
• Technical (Computers & Internet) savvy is required. Business acumen in areas of e-commerce and retail.
• Desired skill-sets include MS Office Application (Excel, Outlook, Word) and Internet Explorer / Mozilla Firefox.
• Passionate commitment to Amazon's emergence as the world's most customer-centric company
• Shifts: The job involves working in a 24/7 environment including night shifts and the shifts are decided based on the business requirement.
• During the first four months (Training & Transition) no unplanned leaves are allowed.
• Ability to have infrastructure to support WFH if necessary:

a.

Dedicated work space and area, home environment free from background noise where you can connect to the internet and work on your deliverables.

b.

Should have a postpaid (wired) internet connection with a minimum speed of 100 MBPS or better and should have at least 100 GB data from a reliable provider.

c. Should have access to mobile phone at all times from a reliable provider.
d. Should have internet and power back up in case of connectivity/power outages.

• Should be willing interact with Seller over calls / email / chat depending on the business need and through weekly supervisor phone time.

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

Cebu, PHL

BASIC QUALIFICATIONS

• Should be physically located in Cebu and amenable to report onsite for the entire duration of training and ramp; hybrid modality until the 6th month and performance based eligibility for full remote work certification.

*College graduate and have experience handling a team in the BPO industry for a minimum of 3 years.·*Strong acumen in CI methodologies to drive the Gemba mindset and consistent to initiate process improvement initiatives. Successful completion and certification in Lean/Six Sigma preferred.
Fluent in English Written/Verbal Communication Skills. Demonstrates effective, clear and professional written and oral communication.

• 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 the site.
• Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
• Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
• Strong prioritization and time management skills, with a high degree of flexibility.
• Ability to embrace constant change with flexibility and good grace.
• Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
• Demonstrates effective communication, composure, positive and professional attitude.

PREFERRED QUALIFICATIONS

• Applicant should have completed 3 years in a supervisory role
• Should be physically located in Cebu and amenable to report onsite for the entire duration of training and ramp; hybrid modality until the 6th month and performance based eligibility for full remote work certification.

*Strong acumen in CI methodologies to drive the Gemba mindset and consistent to initiate process improvement initiatives. Successful completion and certification in Lean/Six Sigma preferred.

• Excellent process knowledge/ writing skills/ Others - Applicant should have strong analytical / dive deep skills and customer obsession
• Technical (Computers & Internet) savvy is required. Business acumen in areas of e-commerce and retail.
• Desired skill-sets include MS Office Application (Excel, Outlook, Word) and Internet Explorer / Mozilla Firefox.
• Passionate commitment to Amazon's emergence as the world's most customer-centric company
• Shifts: The job involves working in a 24/7 environment including night shifts and the shifts are decided based on the business requirement.
• During the first four months (Training & Transition) no unplanned leaves are allowed.
• Ability to have infrastructure to support WFH as necessary:

a.

Dedicated workspace/area, home environment free from background noise where you can connect to the internet and work on your deliverables.

b.

Should have a postpaid (wired) internet connection with a minimum speed of 100 MBPS or better and should have at least 100 GB data from a reliable provider.

c. Should have access to mobile phone at all times from a reliable provider.
d. Should have internet and power back up in case of connectivity/power outages.

• Should be willing interact with Seller over calls / email / chat depending on the business need.

Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.

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