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CS Team Manager Coaching Lead - Edinburgh

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While this opportunity have been raised against a specific location on Job finder the successful candidates can be located in ORK1 or EDI3

Responsible for leading a team of CS Coaching Leads - This role will be responsible for the performance of the CS Coaching Leads in their role to maintain the competition advantages of Amazon by focusing on the complete satisfaction of our customers through effective coaching of the Customer Service Associates across the site. This is a highly visible position that is critical to the company's customer service operations, with direct accountability for performance management, quality, and metrics.

Deliverables/ Scope:
  • Manage a team of approximately 10 coaching leads - this can include remote management across multiple sites / virtual contact centre business unit.
  • Manage and drive quality initiatives, process change initiatives, and other Change/ Six Sigma initiatives
  • Define and manage metrics to manage the coaching lead team to drive individual associate performance.
  • Recruit, train and manage coaching leads
  • Lead coaching leads to the achievement of their performance goals
  • Set up and communicate quality and productivity goals specific to the team.
  • Ensure that team is meeting quality and productivity goals.
  • Ensure high compliance to operational processes and policies.
  • Set/ clarify requirements and expectations for coaching leads.
  • Measures performance, provides feedback, hold coaching leads accountable for their performance
  • Meet with coaching leads regularly to monitor associate performance and progress. As needed partner with coaching leads to establish corrective plans to ensure that individuals meet objectives
  • Conduct regular 1-2-1s' with coaching leads
  • Ensure all coaching service levels are met with a robust coaching schedule in place for all associates.
  • Monitor the completion rate, quality and impact of the coaching sessions against site / business unit performance.
  • Conduct skip level meetings with associates to obtain feedback regarding coaching sessions
· Liase with CS Team Managers and QA to highlight any trends identified in coaching sessions. Provide leadership by communicating and maintaining Amazon CS vision, direction and culture to the team
Basic Qualifications
Basic Qualifications:

· Represents Amazon by maintaining a positive and professional attitude
· Drives his/ her teams to high level of achievement and meet CS goals
· Delegates effectively to his/ her coaching leads
· Maintains great motivation levels in their group
· Continuously ensuring quality by issuing reports to coaching leads about individual employee's customer contacts (discussion of single emails and review of telephone calls).

· Recognizing, reporting and solving of problems concerning the technical procedures in conjunction with the resolution lead team manager.
Supports Operational Excellence by:
· Constantly improving coaching and operational processes
· Leads process-improvement efforts in coaching styles and methodology.
· Applies best practices from and share best practices with global counterparts
· Represents the Voice of the Customer by appropriately escalating feedback to the relevant CS functions or other internal customers for resolution
· Ensures that all Learning initiatives are completed in a timely manner (as required by corporate, department, or site initiatives)
· Work across the EU in a cross-functional environment
· Experience in a large scale international Customer Service management & analysis within a within a fast paced metrics driven environment
· Experience of leading and managing a large fast-paced metrics and quality driven customer service environment
· Demonstrate ability to manage, motivate, and influence work & team behaviors
· High customer orientation (internal and external)
· Ability to organize, manage, and communicate across position levels and functions
· Technical Expertise: in-depth knowledge of coaching models and a proven track record in coaching the coach. Planning and analysis; solution driven approach to system and process; advanced computer literacy (Excel, Access, PowerPoint, Outlook, Word). Unix, Perl and/ or Oracle/ SQL desirable
· High dependability - be there to manage team/ Flexibility- flexible on weekend & evening shifts
· Proven capability of responding readily and flexibly to changes
· Goal driven, target orientated, able to step back and look at the bigger picture (helicopter view), the person will also be able to manage ambiguity with their sleeves rolled up, and possess a preparedness to get involved
· Demonstrate a strong track record of problem solving and very strong analytical skill capability as he/ she will is required to look at and find solutions for a variety of operations problems. Look at the difficulty - and fix it. Good timely decisions will need to be made on a regular basis
· Open Communication- Willingness to ask and honestly answer the tough questions. Treat other's opinions with respect. Fosters open communication. Shares information that helps others do their job well
· Possesses intellectual curiosity; brings insight into the team/ business, especially in a multicultural and multi-location environment
· Quality of work- Consistently provides the highest quality service. Completes work accurately. Pays attention to detail
· Demonstrated superior communication skills (written and verbal); Fluent English
· Exposure to Six Sigma tools and Lean techniques

Preferred Qualifications
Preferred Qualifications:
• Must be flexible in terms of work schedule; willing to work odd or long hours if necessary
• Willing to change Operating Units
• Demonstrates mastery of CS operations and tools including Windows 7, Microsoft
• Outlook, Firefox, Internet Explorer, Amazon website, competitor websites, Internet search engines, CSC, GACD
• Must be able to multi-task and maintain composure.
• Must have strong interpersonal skills.
• Demonstrates exemplary performance in current position, including productivity and quality
• Demonstrates mastery of CS operations and tools
• Utilizes appropriate department resources

• Demonstrates effective communication, composure, and professional attitude.

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Helyek Külföld
Kategória Külföldi munka
Aktiválás időpontja 2014.04.12.
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