Be an early applicantLess than 25 applicants

Company

Amazon · 4 hours ago

CAP Team Manager, CAP

Elkhart County, IN

Full-time

Remote

Mid, Senior Level

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H1B Sponsor Likely

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Responsibilities

Guiding and developing a team of 20-30 associates; responsible for the overall performance management, coordination and evaluation of the team.

Passionately participate in and drive the continuous improvement culture through ‘kaizen’ and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.

Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employee performance; and effective conflict resolution.

Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom associates into future CS Managers.

Communicating 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.

Develop and Achieve performance goals and targets in line with the network wide vision and goals.

Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.

Assist in developing and implementing training programs to improve the quality and productivity of the team.

Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.

Developing and achieving performance goals and targets in line with the network wide vision and goals.

Focus on management of SLA, quality and customer experience.

Trouble shooter in case of issues relating to process affecting the SLAs

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

People ManagementProcess ImprovementCustomer ExperienceData ManipulationSix SigmaLean ProcessesMicrosoft ExcelFluent EnglishContact Center OperationsProject Management

Required

Demonstrated ability to build, develop, direct, and manage a group of people

Ability to support Business and provide solutions to customer pain points

Ability to handle complex and ambiguous scenarios

Ability to organize, prioritize and schedule work assignments

Ability to make administrative and procedural decisions

Proven ability to manage reporting and analysis

Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations

Ability to effectively and efficiently complete difficult goals or assignments

Can adapt well to changing circumstances, direction, and strategy

Strong interpersonal and communication skills

Confident in using Microsoft Package (especially Excel)

Fluent English skills are required for this role

Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)

Exceptional skills in data manipulation and analysis

Preferred

Bachelor’s degree, MBA or equivalent degree from a premier institute

Preferred Project Management & knowledge of Six Sigma/Lean Processes

Prior experience in customer service background would be an added advantage

Advanced computer skills using a variety of programs highly desired

24/7/365 availability, including willingness to work on weekends, and outside of the 'standard' work day

Willingness to work for any sub-process within CAP teams including Virtual Customer Service (Work from Home)

Company

Amazon

Glassdoor

3.7

Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.

Founded in 1994

Seattle, Washington, USA

10,001+ employees

https://amazon.com

H1B Sponsorship

Amazon has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (14000)

2022 (23375)

2021 (15334)

2020 (14558)