Site Lead - Customer Service Operations - Edinburgh
The Senior Site Leader is responsible for overall leadership and operations of the contact center. In this role, you will set the vision and direction for our Edinburgh Contact Center. You will lead a large team of associates and managers to improve the customer experience, increase productivity and maintain service levels.
Lead and manage a team of 2-4 Operations Managers
Maintain required staffing levels as directed
Ensure high quality and productivity within the Contact Center
Carry out supervisory responsibilities in accordance with Amazon's policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.
Manage the career growth and development of the Operations Management team by driving focus on Amazon's Core Values and Leadership Principles.
Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model.
Maintain a complete and thorough understanding of technical systems in a complex automated customer service centre.
Implement, change, or develop new processes as necessary to provide the ability to better direct multiple queues.
Continually measure and evaluate all work processes.
This is a senior-level management position that is fully accountable for the results of the customer service centre. This position requires a candidate who has the ability to drive process improvements and keep pace with our explosive growth while motivating others to meet the challenges of an extremely deadline-driven environment.
Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
Develops and drives strategies and programs which improve the competitive position and profitability of the organization.
Drives creation of schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.
Participates in business leadership meetings.