Amazon Part Time Jobs – ERC Team Manager

Website Amazon

Job Description:

As ERC Team Manager, you will partner with cross-functional teams like Operations, HR, and Payroll to provide world-class customer service. You will have to collaborate with the broader MENA Client teams to standardize processes to ensure world class customer service to employees, Managers or HR. This will require due diligence, with an eye on meeting policy and compliance requirements. The team supports business needs for Fulfillment Centers, Customer Service, Corps and etc. Leveraging your skillset, you will provide guidance, training and resolution as related to client service tasks. You will be responsible for leading shifts by overseeing call volume, escalations, quality, and partner with workflow to ensure the team meets service level commitments.

Job Responsibilities:

  • Creates business cases and manages enhancements. Presents high quality data findings and identifies needs and creates and distributes standard communications.
  • Maintains departmental content in all channels. With manager oversight, develops and implements communication plans.
  • Assist in developing and implementing training programs to improve the quality and productivity of the team.
  • Collaborating with the LT to discuss trends (hits and misses) for each month.
  • Investigates discrepancies, finds and implements solutions.
  • Coordinating with the POD leaders on team performance on a monthly basis.
  • Communicating policies to Associates and becoming 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.
  • Analyzing overall performance along with POD leaders and building action plans for improvement or for sustaining improvement.
  • Coordinate with the recruiting team on hiring and updates.
  • Responds to escalations, providing root cause analysis and recommendations. Develops remediation plans and drives to a resolution with minimal guidance from their Manager.
  • Leading and developing a team of 10 or more Associates and Specialists; responsible for the overall direction, performance management, coordination and evaluation of the team. Managing the team to ensure high service delivery and execution.
  • Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
  • Achieve performance goals and objectives in line with the network wide vision and goals.
  • Actively participate in and drive a continuous improvement culture. Identifying and eliminating barriers to accuracy, productivity, and quality.
  • Identifying projects for continuous improvement.
  • Conducting performance reviews for team members.
  • Identifying customer impacting issues, working out and implementing solutions and process improvements to increase the customer satisfaction rate. Participate in cross-functional process improvement initiatives.
  • Carry out supervisory responsibilities in accordance with Amazon policies and procedures; additional responsibilities include: interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

Job Requirements:

  • Knowledge of an organization’s inter-department relationships and the ability to work with all levels of an organization.
  • Flexible in working in a 24/7 environment.
  • Superior attention to detail, and the ability to prioritize tasks in a fast-paced and rapidly changing HR environment.
  • should have a minimum of 2 to 3 years of experience in such a role.
  • Ability to prioritize workflow daily and ensure service levels are achieved at all times.
  • Established subject matter expertise in client servicing.
  • Exceptional communication and organizational skills.
  • Microsoft office experience required – Proven experience working with Windows, Word, Excel, and PowerPoint.
  • Fluency in Arabic and English.
  • Ability to self-audit for a very high level of accuracy.

Qualifications & experience:

  • Experience with call handling and HR case management tools is mandatory.
  • Bachelor’s degree required from an accredited university.
  • 5+ years of international contact center experience required. Applicant will also need to have been in a People Management role (with a direct reporting relationship) and
  • Experience creating process documentation.

Job Details:

Company: Amazon

Vacancy Type:  Full Time

Job Location: Dubai, UAE

Application Deadline: N/A

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