Manager- Seller Support
Amazon.com
Chennai, TN, IN
6d ago

Key responsibilities include :

Set the vision, direction, and culture of the team by managing individual and team performance expectations

and goals

Provide individual coaching feedback sessions, and weekly one-on-ones that focus on improving customer

satisfaction

Serve as a leader and point of contact for escalated contact resolution of a supervisory nature or complex

problems

Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects

and other Change / Kaizen initiatives as required.

Active participation in building Seller Support team & raising the bar in hiring process

People management i.e. appraisal, training and mentoring talent to grow within organization & control attrition

Ensures employees growth & development, set priority, drive motivation & engagement for employees

Direct supervisory responsibility of a team of 60 to 80 members and will be managing associates and leads

Monitoring real time service levels and schedule adherence, and holding the team accountable responsible for meeting and exceeding performance targets for the team

Identify the training needs and work with site trainer for people development

  • Carry out supervisory responsibilities in accordance with Amazon.com’s policies and procedures;
  • Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team

    Solve complex seller support issues and proactively heading off negative service trends

    Actively contribute and lead site-wide, country-wide and even network-wide projects to create an enhanced experience for the sellers and associates.

  • Graduate in any discipline
  • 8+ years’ work experience with 4-6 years People Management experience required.
  • 24 / 7 / 365 availability, including willingness to work on weekends, and outside of the "standard" work day
  • Advanced computer skills using a variety of programs highly desired
  • Significant email and online Seller / customer service experience preferred
  • The ideal candidate will have a strong background in customer service team management and supervision, independently managing a span of 60 to 80 people in a similar environment.

    Fluent English verbal and written skills are required for this role.

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