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104 Amazon Jobs

Team Manager

1-3 years

₹ 5 - 9L/yr

Kolkata

30 vacancies

Team Manager

Amazon

posted 16hr ago

Job Description

Position Description: Team Manager (L4)

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.


Location:
Applications are welcome from candidates based in Kolkata, Hyderabad, Delhi, and Pune.


Summary of Responsibilities

Concession Abuse Prevention (CAP) works to identify and eliminate concession abuse while preserving customer trust. If you are passionate about driving process improvement and motivating and spearheading a team of focused, customer-obsessed associates, all while identifying systemic issues and implementing solutions to exciting problems, we have the career youre looking for!

A 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.

Key responsibilities include:

People Management:

  • Leading and developing a team of 20-30 associates; responsible for the overall direction, performance management, coordination and evaluation of the team.
  • Actively 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 Amazons policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; 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
  • Leading 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.
  • Expected to be 2nd in line to the Operations managers and at times might be required to perform delegated duties of operations managers
  • Develop and Achieve performance goals and objectives in line with the network wide vision and goals

Business/Operations Management:

  • 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 utilizing resources provided by internal systems, departments, policies, and procedures.
  • Developing and achieving performance goals and objectives 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
  • Develop and Achieve performance goals and objectives in line with the network wide vision and goals

Knowledge & Skills 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

Position Qualifications

  • Bachelors degree, MBA is a plus
  • 3 plus years’ experience with Customer service would be an added advantage
  • Advanced computer skills using a variety of programs highly desired
  • 24/7/365 availability, including willingness to work on weekends, and outside of the "standard" work day
  • Applicant needs to be in People Management role







Employment Type: Full Time, Permanent

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People are getting interviews at Amazon through

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27%
11%
7%
7%
1%
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What people at Amazon are saying

3.8
 Rating based on 125 Team Manager reviews

Likes

Culture I liked the most

Dislikes

Nothing I dislike as such

Read 125 reviews

Team Manager salary at Amazon

reported by 801 employees with 4-15 years exp.
₹6.3 L/yr - ₹21.5 L/yr
14% less than the average Team Manager Salary in India
View more details

What Amazon employees are saying about work life

based on 23.9k employees
62%
52%
69%
77%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Amazon Benefits

Submitted by Company
Healthcare & Financial Benefits
Parental Leave & PTO
Professional Development
Employee Assistance Program (EAP)
Submitted by Employees
Work From Home
Job Training
Health Insurance
Free Transport
Cafeteria
Soft Skill Training +6 more
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