VCS TEAM MANAGER [A], CUSTOMER SERVICE MEXICO

DESCRIPTION We are looking for experienced bilingual leaders, to guide and develop a work from home team of Customer Service Associates, in our Virtual Customer Service (VCS) Operation, across Mexico.
Are you customer obsessed? So are we! At Amazon you’ll join us in our mission to be Earth’s most customer-centric company.
What unites Amazonians across teams and geographies is that we are all striving to delight our customers, and make their lives easier.
The scope and scale of our mission drives us to seek diverse perspectives, be resourceful, and navigate through ambiguity.
Inventing and delivering things that were never thought possible isn’t easy, but we embrace this challenge every day.
The successful candidate for the Team Manager [A] role will.
Be a bar raising leader, with proven experience in team management and coaching of mid to large groups.
Demonstrate to be a positive communicator, who facilitates team discussions and understands how to have tough conversations when necessary.
Build strong relationships with the team members, support areas, and stakeholders; maintaining a high level of approachability.
Deliver high quality results through others; acting on issues and opportunities raised in team’s Gemba, leveraging on strong time management and organizational skills.
Advocate for customer experience, anticipating customers’ needs and delivering WOW moments in every interaction.
Key job responsibilities Lead a team of 20 to 25 associates, in a virtual (work from home) environment, in which you are responsible for coaching, engaging, and communicating in a way that drives results, manages performance, develops talent, and inspires innovation.
Provide guidance to Customer Service Associates, using question-based coaching to motivate team members.
Be the pulse of the business; actively observe barriers to compliance, productivity, and quality, and escalate for resolution.
Manage performance goals, including leveraging disciplinary processes when necessary.
Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required.
Advocate for individual Customer Service Associate engagement (i.
., wellbeing, work/life balance needs of employees, recognition of contribution, effective communication, etc.).
Explain tasks and procedures clearly; tailor messages depending on the individual or team; focus on communicating critical information / key points when delivering a message.
Achieve and exceed specific metrics as outlined by operational units; take ownership and be accountable for the customer experience.
Commit to an adjusting work schedule based on business, customer, and associate need.
Flexibility is expected, and required.
BASIC QUALIFICATIONS High School diploma.
Currently residing in the country of Mexico.
Experience in Microsoft Excel, and Word.
Bilingual (English & Spanish).
Have (or be able to obtain) High Speed Internet (20 MGBs up / 2 MGBs down, or better).
Available to work a full-time shift.
Available to work on weekends.
For foreigners.
Valid work permit.
PREFERRED QUALIFICATIONS 2+ years' experience in people management.
Bachelor's Degree.
Experience leading a remote / virtual team.
Six Sigma/Lean Processes Improvement experience.
Contact Center Operations experience.
Project Management methodology knowledge.
Experience managing KPIs.
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If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.
obs/content/en/how-we-hire/accommodations for more information.
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