CUSTOMER CARE TEAM LEAD
Job summaryAs a Customer Care Team Leader, you will play an essential role in striving to be the earth's best employer.
To get there, we need exceptionally talented, detail-oriented, and driven people.
A Team Leader sets the vision and culture of their team by communicating expectations and setting goals on an individual and team basis.
A Team Leader will also maintain focus on improving the customer experience by identifying customer-facing issues and implementing dynamic solutions to them.
This position is a 40-hour, salaried role.
We are looking for someone who is flexible with their schedule as it may change based on business and employee needs.
Key job responsibilitiesLead and develop a team of associates; responsible for the overall evaluation and adaptation of performance, shift adherence, productivity, and quality of your teamDevelop your team to achieve performance goals/objectives in line with the network-wide visionIdentify and eliminate any barriers to the performance, productivity, and quality of your teamDeliver performance, attendance, and conduct conversations in accordance with Amazon's policies if expectations are not metAssume any direct report job responsibilities as needed to meet our SLA and performance goals including customer escalationsIntra-day management of Service Level Agreements (SLA) and metrics surrounding quality, customer experience, call handle time, and other business Key Performance Indicators (KPI)Identify any issues with customer or agent facing processes and implement solutionsHelp lead engagement activities across your organizationMentor new managers and employees with high growth potentialAdditional responsibilities include:
conducting interviews, training, and motivating employees; planning, assigning, and directing work; recognizing and administering rewards for associates.
Estimated Salary: $20 to $28 per hour based on qualifications.
To get there, we need exceptionally talented, detail-oriented, and driven people.
A Team Leader sets the vision and culture of their team by communicating expectations and setting goals on an individual and team basis.
A Team Leader will also maintain focus on improving the customer experience by identifying customer-facing issues and implementing dynamic solutions to them.
This position is a 40-hour, salaried role.
We are looking for someone who is flexible with their schedule as it may change based on business and employee needs.
Key job responsibilitiesLead and develop a team of associates; responsible for the overall evaluation and adaptation of performance, shift adherence, productivity, and quality of your teamDevelop your team to achieve performance goals/objectives in line with the network-wide visionIdentify and eliminate any barriers to the performance, productivity, and quality of your teamDeliver performance, attendance, and conduct conversations in accordance with Amazon's policies if expectations are not metAssume any direct report job responsibilities as needed to meet our SLA and performance goals including customer escalationsIntra-day management of Service Level Agreements (SLA) and metrics surrounding quality, customer experience, call handle time, and other business Key Performance Indicators (KPI)Identify any issues with customer or agent facing processes and implement solutionsHelp lead engagement activities across your organizationMentor new managers and employees with high growth potentialAdditional responsibilities include:
conducting interviews, training, and motivating employees; planning, assigning, and directing work; recognizing and administering rewards for associates.
Estimated Salary: $20 to $28 per hour based on qualifications.
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