| |
Positioninformation
- Job Title
Operations Manager, Customer Service (m/f)
|
| |
 |
| |
Contact Information
AMAZON hires people from all types of backgrounds, into positions based all over the world. We recruit the best and brightest.
|
| |
|
|
|
 |
| |
| |
Amazon Customer Service has an opening for an Operations Manager in our Contact Center based in Regensburg. This position will manage team’s customer service associates and be responsible for the process alignment and customer experience across Amazon Customer Service.
Operations Manager, Customer Service (m/f)
The Customer Service Operations Manager is responsible for the overall direction, coordination, quality and productivity of our contact center operations. The position requires a candidate who has the ability to drive process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer focused and metrics driven environment.
Responsibilities:
· Lead and manage several teams of Customer Service (CS) Team Managers and up to 200 Customer Service Associates; responsible for the overall direction and performance of the teams.
· Carry out supervisory responsibilities in accordance with Amazon's policies and procedures. Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
· Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.
· Manage the career growth and development of the CS Manager team by driving focus on Amazon's Core Values. Play a critical role in building management depth by providing guidance and mentoring to all levels of leadership within their organizational units, as well as serving as a role model.
· Solving complex customer service issues and proactively preventing negative service trends.
· Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
· Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
· Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
· Managing workflow, escalations and effectively delegating workload across the leadership team.
· Participating in business leadership meetings; developing and driving strategies and programs which improve the competitive position and profitability of the organization.
· Driving creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.· Bachelor’s degree or equivalent
· In the region of 5+ years’ experience in Operations with progressively increasing responsibility
· Fluent German & English
· Proficiency in Microsoft Excel
· Project Management experience
· Experience of managing remote teams
· Knowledge of German Labour Law· MBA educated
· Knowledge of Six Sigma/Lean Processes
· Experience working with Works Counsels
· Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)
· Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement
· Ability and desire to relocate to take advantage of future growth opportunities
· Strong communication and presentation skills
· Experience leading and motivating a diverse workforce
We can offer you the chance to work with and for great people in a company where you can really make a difference. We also offer competitive compensation packages. If you would like to work for a fast growing global organization, giving you unlimited future career and development opportunities - then apply for Amazon.
Sound interesting? We wait for your application.
For more information on Amazon Operations visit our microsite: http://www.amazon-operations.de
By submitting your resume and application information, you authorize Amazon to transmit and store your information in the Amazon group of companies' world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.
Amazon is an Equal Opportunity Employer
DE-CS |
| |
 |
|
|
