Be an early applicantLess than 25 applicants

Company

Original Job Post

Amazon · 6 days ago

CAP Team Manager

Elkhart County, IN

Full-time

Onsite

Mid, Senior Level

Wonder how qualified you are to the job?

Maximize your interview chances

CrowdsourcingDelivery

H1B Sponsorship

Actively Hiring

Insider Connection @Amazon

Discover valuable connections within the company who might provide insights and potential referrals, giving your job application an inside edge.

Responsibilities

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

Driving 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, including interviewing, training, motivating employees, and conflict resolution.

Mentoring new managers, devising action plans for associate development, and communicating policies to ensure compliance.

Identifying customer impacting issues, implementing solutions, and improving quality and productivity.

Developing and achieving performance goals in line with network-wide vision and goals, focusing on SLA, quality, and customer experience.

Troubleshooting process issues affecting SLAs and driving process improvements for operational efficiency.

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.

Team ManagementBusiness SupportCustomer ExperienceMicrosoft ExcelEnglish FluencyContact Center OperationsData AnalysisProblem-SolvingAdaptabilityInterpersonalCommunicationProject ManagementSix SigmaLean ProcessesComputer SkillsVirtual Customer ServiceHard WorkingCustomer Service

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

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)

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

Company

Amazon

Glassdoor

3.7

Amazon is a global 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

Trends of Total Sponsorships

2023 (14000)

2022 (23375)

2021 (15334)

2020 (14558)