Manager II, GCO, WFS-GCO

DESCRIPTION

This is an in-person role, located in Tempe, AZ.

Amazon’s Candidate Connection Services (ACCS) team is looking for a talented Area Manager to help lead our call center operations and drive performance with our associates. A successful candidate will be able to work efficiently and independently in a fast-paced environment, communicate clearly and effectively, manage high volumes of tasks and projects, react with appropriate urgency to situations that require a turnaround, think creatively and strategically, exercise strong judgment and be proactive and innovative in solving problems that affect customers. The candidate will also be customer-service oriented removing barriers in hiring process and should have great people management skills.

If you have relentless desire to drive process improvement and lead a team of exceptionally driven, customer-obsessed associates, all while analyzing systemic issues and implementing solutions to challenging problems, we have the career you are looking for!

Key job responsibilities
People Management:
• Lead and manage a team of approximately 10-15 Call Center Associates; responsible for the overall direction and performance of the teams.
• Responsible for managing, direct supervision and providing direction to Team Leads, who will support you on the day to day operation.
• Ability to set the vision, direction and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, holding the team accountable for meeting and exceeding performance targets.
• Conducts performance improvement efforts by coaching, using metrics to identify needs, and implementing short- and long-term action plans to guide progress.
• 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.
• Effectively partner and build productive working relationships with direct reports, peers, leadership and other departments.

Operations Management:
• Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the team.
• Ensure Service Level Agreement (SLA) is adhered to for all support services.

Flexibility needed in order to support a 24/7 operating environment and ready to work various shifts.

BASIC QUALIFICATIONS

- 2+ years of HR experience
- Bachelor's degree, or 2+ years of Amazon (blue badge/FTE) experience
- Knowledge of Microsoft Office products and applications (especially Excel) at an advanced level
- Experience using PeopleSoft, Oracle, SAP, ADP or other HR management and Payroll systems as well as call center applications