CAP Team Manager, CAP

If you have relentless desire to drive process improvement and motivate and lead a team of exceptionally driven, customer-obsessed associates and team leads, all while analyzing systemic issues and implementing solutions to challenging problems, we have the career you re looking for!

A Team Manager in our Amazon Development Center sets the vision, direction, and culture of their teams by managing 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. 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