Job summary
Our overall mission is simple: Amazon strives to be the most customer-centric company on earth. Our goal is to exceed expectations by continually striving to innovate and provide best in class customer service. 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 Kennewick Consumer Customer Service team is looking for a Team Manager to support our Customer Service Associates as we strive to deliver world class service to our customers.

Amazon is looking for a Team Manager who will lead and support a team of 20-35 associates who provide customer support for the Kennewick(PSC) site. The Team Manager must be available to work any schedule based on business needs (weekends, nights, and holiday hours required).

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 team to be your exclusive focus and you support your team with removing any barriers that prevent them from demonstrating the Amazon CS Contact Tenets on every contact.

You will be responsible for using quantitative and qualitative data to identify behavioral 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. You must demonstrate the ability to quickly digest a large amount of data to make the right business decisions and have experience in delivering positive and negative associate performance feedback.

As a leader of customer facing associates, you are a role model for world class service. You will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon CS Contact Tenets; you will ensure your people understand the important role they play in living the Contact Tenets. Amazon is continually evolving and is a place where motivated employees thrive and employee ownership and accountability lead to meaningful results. It’s as simple as this: Work Hard. Have Fun. Make History.


Successful candidates will demonstrate the following:

Leadership:

• Experience coaching, developing, or leading people
• Understanding of effective coaching techniques
• Ability to create and continually support employees through individual development plans
• Ability to drive a culture of belonging, allyship and advocacy that serves the needs of our Team Managers and associates
• Strong listening and analytical skills
• Positive communicator who understands when necessary how to have tough conversations along with communicating with different levels of leadership
• Knows and communicates the Amazon mission, vision, strategy, and leadership principles
• Ability to confidently facilitate team discussions and communicate business messages
• Maintains a high level of professionalism and approachability
• Ability to interview and demonstrate understanding of performance and leadership performance bar and effectively apply to hiring decisions for associates

Operational Delivery:

• Role model contact handling skills
• 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
• Helps employees understand the performance bar and supports them to reach it
• Drives team engagement and actions through Connections results and insights

• Bachelor’s degree or two years’ experience with Contact/Call Center Operations
• Knowledge on process improvement and quality measures
• Expertise in both giving and receiving constructive, actionable feedback that produces desired results.
• Exceptional analytical and interpersonal skills
• Contact/Call Center Operations operations experience.
• Demonstrate effective communication and public speaking skills, as well as composure under pressure and professional attitude.
• Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills

The pay range for this position in Colorado is $47,500 - $61,800yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.