Customer Service Team Manager, French-Canadian

Overview

Work hard. Have fun. Make history.

Are you excited about building best-in-class customer service for a new and rapidly expanding group of Amazon customers?

Amazon is looking for a bilingual work-from-home Team Manager based in our Virtual Customer Service network who will lead and support a team of 15-25 bilingual Customer Service Associates. Your team will provide English and French-Canadian support to customers.

Our Virtual Customer Service Center is open from 3AM – Midnight (Pacific Time). Being able to work an assigned schedule that falls within our operating hours is required and expected. Available shifts may include days, afternoons and evenings. Typically, they include one or both weekend days and schedules may change throughout the duration of your employment.

Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it.

The number one priority for this role is to support the associates who will directly report to you. In this role you will be responsible for the coaching, development, performance and engagement of your associates. The role expects your people to be your exclusive focus and you will be tasked with supporting your people and removing any barriers that prevent them from demonstrating the Amazon Contact Tenets on every contact.

The ideal Team Manager understands that supporting people is the most critical role they perform. They provide a world class experience for their team by being open, approachable, and engaging. In turn, Associates provide a world class experience for our customers.

You will be responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success. As a single threaded leader for your people you will take care of all elements of your associates satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on issues arising in your team Gemba.

As a leader you will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon Contact Tenets; you will ensure your people understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel.

About our rewards:

We’ll expect you to go the extra mile, but we’ll also make sure you’re well rewarded. As well as a competitive salary and stock units we offer a host of other benefits. If you thrive in a challenging and fast-paced environment, you’ll meet your match with us, as you will be part of a vibe of constant improvement, where the things you do one moment, you will not necessarily be doing 6 months later. We don’t like to sit still, which is why we always treat every day like the first day. A day to make more good things happen for our customers. It’s that kind of spirit that drives our success now and keeps us ahead of the competition in the future. And you could be part of it. It’s as simple as this: Work Hard, Have Fun, Make History.

Sounds interesting?

We look forward to your application. Please apply online and upload your Resume and a letter of motivation in one document (max. 5 MB). Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. By submitting your resume and application information, you authorize Amazon to transmit and store your information in the Amazon group of companies’ world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.

BASIC QUALIFICATIONS

Basic Qualifications:

· Two year degree, preferred Bachelor’s degree
· Mastery of written and verbal language skills in English and French-Canadian
· Minimum two years’ experience in customer service or minimum one year experience in another similar leadership role

Our Virtual Customer Service Center is open from 3AM – Midnight (Pacific Time). Being able to work an assigned schedule that falls within our operating hours is required and expected. Available shifts may include days, afternoons and evenings. Typically, they include one or both weekend days and schedules may change throughout the duration of your employment.

PREFERRED QUALIFICATIONS

Preferred Qualifications:

· Skill Requirements: Leadership
· Experience coaching or leading a team of people
· Understanding of effective coaching techniques
· Ability to support people through individual development plans
· Strong listening and overall communication skills
· Positive communicator who understands when necessary how to have tough conversations to motivate associates to engage our customers in a positive style
· Ability to confidently facilitate team discussions and communicate business messages
· Maintains a high level of professionalism and approachability.
· Confidence to interview and demonstrate understanding of performance and leadership performance bar and effectively apply to hiring decisions
· Deliver Results
· Strong time management and organizational skills
· Completes tasks on time to a high quality standard
· Takes action on issues and opportunities raised in team Gemba discussions or continuous improvement initiatives
· Helps associates understand the performance bar and supports them to reach it
· Drives team engagement