CAP Team Manager

Team Manager sets the vision and culture of their teams by handling individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels.

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
• Spearheading Site Level initiatives, primary owner of functional responsibilities that impact overall site like Performance Related Pay, transportation etc. and may require interface with other sites in network
• 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 utilising 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

Als Amazon.com 1995 gegründet wurde, war die Mission, das kundenorientierteste Unternehmen der Welt zu sein. Was bedeutet das? Ganz einfach: Wir sind ein Unternehmen, das sich zu 100 % an den Bedürfnissen der Kunden orientiert. Unsere Handlungen, Ziele, Projekte, Programme und Erfindungen beginnen und enden mit dem Kunden vor Augen. In anderen Worten, wir beginnen beim Kunden und arbeiten von dort aus rückwärts. Wenn wir auf etwas stoßen, das wirklich für unsere Kunden funktioniert, verdoppeln wir unsere Anstrengungen in der Hoffnung, es zu einem noch größeren Erfolg zu machen. Das ist jedoch nicht immer so einfach. Erfinden ist chaotisch und hin und wieder müssen wir auch mal eine Niederlage hinnehmen.
Sie werden bei Amazon auch oft hören, dass immer Tag 1 ist. Was heißt das? Unsere Herangehensweise ist die gleiche wie an Amazons erstem Tag - kluge, schnelle Entscheidungen treffen, flexibel bleiben, Innovationen und Erfindungen voranbringen sowie das Augenmerk darauf richten, Kunden zu erfreuen.