Cap Group Manager

Cap Group Manager

Amzn Support Srvcs Costa Rica

Cap Group Manager

Detalles de la oferta

Lagunilla, Salamanca provinciaAt least six months experience working as a Group Manager, or leading a team of 40+ peopleSpan of control of 80 associates.The ability to lead with autonomyExperience managing leaders.Availability to be flexible in shift assignments and work areas, including owl shifts and weekends.Permanent Amazon employee in good standing.Advance level of Microsoft Package (especially Excel)Management experience or equivalent Amazon experienceBachelor's degree.
Ready to take on a new challenge as CS CAP Group Manager? Here’s your chance!CAP Group Managers set the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions and weekly one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolution of a supervisory nature.Overall responsibilities include:Partner with peer Group Manager to oversee all operations at SJOExcellent ability to solve customer service issues and demonstrate passion for delivering a positive Customer experienceDeveloping and achieving performance goals and objectives in order to achieve customer promise expectations ensuring accuracy and qualityHire, lead, and develop a team of ~80-120 associates. Responsible for the overall direction, coordination, motivation, and evaluation of the teamCarry out the supervisory responsibilities in accordance with Amazon policies and procedures. Additional responsibilities will include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; resolving conflicts, and managing risk for Amazon.The Manager must communicate policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.Understanding and use of Customer Service and Company systems and understanding and control of department functions and proceduresDevelopment, analysis and improvement of new strategies and procedures. The Manager will have the ability to develop, plan, and implement short- and long-range goals.Basic project development, management, and implementation at the site and network level.
2+ years previous experience supervising a team in a customer service environmentStrong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired.Span of control of 100 associates.

Fuente: Jobs4It


  • Tecnologías de la Información / Gestión de Proyectos