Customer Service Operations Manager

September 12th, 2013

Amazon virtual contact center is hiring customer service operations manager. Qualified candidates must have, or be willing to relocate to have, their permanent residency in one of these states: Kansas, Kentucky, Oregon, Arizona, Texas, Washington (state) or West Virginia.

Responsibilities:

  • Leading and managing 6-10 direct reports and 100-200 indirect reports.
  • Diving into data to identify the root of a problem and solving it (no matter how large or small the scale)
  • Managing workflow, escalations and effectively delegating across your leadership team.
  • Driving the creation of staffing plans, schedules, quality/process change initiatives, and Lean/Kaizen activities in our fast paced environment.
  • Ensuring the development of your direct and indirect reports as you continue to raise the bar on talent.
  • Being prepared to jump on a call and present to senior leadership at a moment’s notice.

Qualifications

  • Bachelor’s degree or higher from an accredited university
  • 5+ years people management experience
  • Project management experience
  • Experience managing teams of 50+ reports including leadership roles
  • Practical knowledge and experience using virtual tools (audio, video, and communication)
  • Must have and maintain a secure, distraction-free home workspace.
    Up to 25% travel required.
  • Have (or be able to obtain) High Speed Internet (3mb or better)
  • Have (or be able to obtain) a dedicated analog telephone land line (must be installed before you can start)
    · Have (or be able to attain) another means of communication (personal landline or cell phone, for emergency purposes only)

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