Front Line Manager,

Want to join the Earth s most customer centric company? Are you someone who like to design the right workforce strategy to meet long-term process targets? Do you like to develop the talent to create a high performing team? If yes, we have opportunities for you. Global Operations - AI (GO-AI) at Amazon is looking to hire candidates who can excel in a fast-paced dynamic environment.
Manager I / Front line manager is accountable for the overall direction and operations of our site, creating a culture of customer obsession, high performance and high-quality throughput.

Key job responsibilities
Should be a Graduate or equivalent
Minimum 4 years of experience out of which 18 Months should be as team leader / team manager in a Customer Service / Backoffice environment
Proven leadership abilities with a track record of successfully managing and motivating teams.
Excellent / V Good verbal and written communication skills in English
Very good Presentation, Feedback & Coaching skills
Ability to observe, analyze and identify process improvement opportunities
Ability to work under pressure, Customer Service attitude with analytical bent of mind
Highly energetic & enthusiastic
Should be able to lead by examples
Hands on experience on MS-Office, preferably on MS-Excel and Power Point
Ability to prioritize tasks, manage multiple responsibilities and ensure deadlines are met without compromising on quality
Basic data handling and Data interpretation skills
Should be comfortable with 24x7 rotational shifts
Ability to pull data from numerous databases (using Excel and other data management systems) and to perform ad hoc reporting and analysis, as needed, is a plus.
Communicating with Internal customers (ACES, Training, Quality etc. ) - Drive and execute bar-raising initiatives aimed at hiring and developing top talent and build career development road-map for the associates.

A day in the life
Lead, motivate and manage a team of 20 - 25 Backoffice associates
Measuring Team Developmental and Performance Goals and regular 1x1 with the team members
Ensuring process deliverables per SLA, team and workflow management
Responsible for delivering on operational and qualitative KPIs like APL, SPL, Quality scores etc.
Ensuring all processes are conducted in compliance with company policies and guidelines
Generating reports of team performance
Internal Quality checks, Audits and ensuring appropriate trainings & conduct coaching session to succeed
Translate organizational vision to actionable goals and guide the team in achieving them & review progress periodically
Promote a culture of continuous learning and development within the team
Prepare metrics, SOPs and create processes
Analyze data to identify trends, bottlenecks and areas of improvement
Work with the operations management team to develop and implement process improvements

About the team
The Global Operations - AI (GO-AI) team handles exceptions remotely in the Amazon Robotic Fulfillment Centers Globally. GO-AI seeks to complement automated vision based decision-making technologies by providing remote human support for the subset of tasks which require higher cognitive ability and cannot be processed through automated decision making with high confidence. This team provides end-to-end solutions through inbuilt competencies of Operations and strong central specialized teams to deliver programs at Amazon scale. We are open to hiring candidates to work out of one of the following locations:
Virtual Location - PUNE Should be a Graduate or equivalent
Minimum 4 years of experience out of which 18 Months should be as team leader / team manager in a Customer Service / Backoffice environment
Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays- Knowledge of - - Microsoft Office products and applications, especially MS Excel & Word at an advanced level