Amazon - Group Manager

If you have an innovative mind and are passionate about driving process improvement and motivating a team of driven, customer-obsessed associates and Technical Support Managers, all while analyzing systemic issues and implementing solutions to challenging problems, zeal to set up new sites and improvise new processes, we have the career you're looking for in 4 virtual locations (Hyderabad, Pune, Delhi, Kolkata)

Key job responsibilities :

People Management :

- Handle a team of 5-8 Team Managers and 60-100 Technical Support Associates; responsible for the performance of the teams

- Ability to set the vision and culture of the team by handling individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets

- Carry 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 employees; and effective conflict resolution

- Handle the career growth and development of the Technical Support team by driving focus on Amazon's Leadership Principles

- Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments

Operations and Project Management :

- Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team

- Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives

- Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization

- Works to build and maintain customer trust

- Solving complex customer support issues and proactively heading off negative service trends.

- Identifying and eliminating root cause barriers to accuracy, productivity, and quality

- Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures

- Developing and achieving performance goals and objectives in order to achieve customer support expectations

Basic qualifications :

- Graduate degree in a relevant field 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 Project Management & knowledge of Six Sigma/Lean Processes

Preferred qualifications :

- A Master's Degree in Management is preferred Successful experience in Operations with demonstrated progressively increasing responsibility

- Advanced knowledge of Excel, strong presentation skills

- People management experience is necessary and the ability to motivate and inspire large groups of people are a must

- Project Management experience

- Strong communication skills as well as a strong technical and analytical aptitude are required