Job title: Manager I Technical CS
Company: Amazon
Job description: DESCRIPTION Job summary The AWS Customer Service team provides support to a wide range of external customers helping them understand what Cloud Computing is all about, and whether it can be useful for their business needs. This team also assists wit
DESCRIPTION Job summary The AWS Customer Service team provides support to a wide range of external customers helping them understand what Cloud Computing is all about, and whether it can be useful for their business needs. This team also assists with account and billing related inquiries, and interfaces with Amazon teams focusing on AWS to provide the perspective of the Voice of the Customer. As a Customer Service Team Manager within AWS, you are responsible for ensuring that front line associates are setup for success. You will provide coaching and training as needed to help team members achieve their customer satisfaction goals. You will field the customer e-mail, chat and phone contacts and interface with other AWS groups to drive resolution on issues that are escalated by your immediate team. You will be the main point of contact to the associates for advice and guidance on best practices within the Customer Service field in AWS. Key job responsibilities Your responsibilities will include, but will not be limited to: . Lead a team of approximately 10-15 associates responsible for overall direction, coordination, and evaluation of the team. . Identify and eliminate barriers impacting accuracy, productivity, and quality of the team . Organize, prioritize and schedule work assignments to meet business need while maintaining staff schedule, capacity planning and team resourcing (hiring). . Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures additional rewarding and disciplining employees and effective conflict resolution . Communicate 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. . Lead team in an environment through changes in circumstances, direction and strategy . Performing deep dive analysis on selected customer contacts to gather lessons learned and use that information to update internal reference materials and processes . Driving and defining projects and timelines to improve support-related processes and providing quality reports and status updates to stakeholders . Perform ambiguous tasks without guidance and support and have the ability to suggest actions without having all the information. About the team Inclusive Team Culture Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust. Work/Life Balance Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives. Mentorship & Career Growth Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future. AWS Customer Support team is offering an option to operate virtually from Karnataka, Telangana, Maharashtra and Tamil Nadu. Employees based at Bangalore also have an option of Hybrid work model and can choose ‘work days from office buildings’ based on discussions with their manager AWS Customer Support team is offering an option to operate virtually from Karnataka, Telangana, Maharashtra and Tamil Nadu. Employees based at Bangalore also have an option of Hybrid work model and can choose ‘work days from office buildings’ based on discussions with their manager BASIC QUALIFICATIONS . 2+ years of Team Manager/Supervisor experience in Contact/Call Center environment, directly managing teams of 10+ employees . General knowledge in one or more technology domain areas (e.g., cloud computing, internet, network, software, systems) . Demonstrated advanced proficiency both written and spoken communication . Computer literacy with experience using Windows/MS Office (i.e., Outlook, Excel) . High school Diploma PREFERRED QUALIFICATIONS . Associate or Bachelor degree in a technical related field . Demonstrated project management experience . Knowledge of Cloud Computing technologies or familiarity with AWS products and features
Expected salary:
Location: India
Job date: Sat, 10 Sep 2022 22:06:08 GMT
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