亚马逊CSJP Team Mgr
任职要求
基本任职资格
• Experience in a people management or leadership role which includes coaching and developing others
• Proficient in Microsoft Excel and Word
• Language fluency (written and spoken) in Japanese
优先任职资格
• MBA or Master’s Degree
• Six Sigma/Lean Processes Improvement experience
• Contact Center Operations experience
• Project Management methodology knowledge
• Experience managing KPIs
• Bachelor's degree or experience in Amazon CS
Our …工作职责
• Direct supervisor of a team of associates in which you are responsible for coaching, engagement, communication, developing talent, driving results, performance management, and innovation. • Apply a balanced coaching style based on the individual and situation; use a question-based approach when coaching to influence and motivate. • Manage individual associate performance goals as defined by leadership. Leverage disciplinary processes to manage associate performance accordingly. • Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required. • Tailor messages depending on the individual or team; focus on communicating critical information / key points when delivering a message; explain tasks and procedures clearly. • Achieve and exceed specific metrics as outlined by operational units; take ownership and be accountable for the customer experience. • Be the pulse of the business; actively observe barriers to compliance, productivity, and quality, and escalate for resolution. • Drive business based projects as assigned by leadership. • Commit to a flexible work schedule based on customer and associate need. Flexibility is expected and required. [Examples: nights, weekends, holidays]
• Direct supervisor of a team of associates in which you are responsible for coaching, engagement, communication, developing talent, driving results, performance management, and innovation. • Apply a balanced coaching style based on the individual and situation; use a question-based approach when coaching to influence and motivate. • Manage individual associate performance goals as defined by leadership. Leverage disciplinary processes to manage associate performance accordingly. • Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required. • Tailor messages depending on the individual or team; focus on communicating critical information / key points when delivering a message; explain tasks and procedures clearly. • Achieve and exceed specific metrics as outlined by operational units; take ownership and be accountable for the customer experience. • Be the pulse of the business; actively observe barriers to compliance, productivity, and quality, and escalate for resolution. • Drive business based projects as assigned by leadership. • Commit to a flexible work schedule based on customer and associate need. Flexibility is expected and required. [Examples: nights, weekends, holidays]