Join our team as a Seasonal Call Center Area Manager and propel your career forward! As a 100% remote role, you'll have the flexibility to work from anywhere, with a competitive salary and comprehensive benefits package.
We're seeking a talented and experienced leader to join our Amazon Workforce Staffing vNHE Call Center team. As an Area Manager, you'll lead our call center operations, drive performance, and develop a team of customer-obsessed associates. If you're a strategic thinker, a creative problem-solver, and a passionate people manager, we want to hear from you!
In this role, you'll be responsible for:
- Leading and managing a team of 10-20 Call Center Associates, with a focus on performance, development, and customer satisfaction
- Developing and implementing strategies to drive process improvement, increase efficiency, and enhance customer experience
- Analyzing systemic issues, identifying root causes, and implementing solutions to complex problems
- Collaborating with cross-functional teams, including leadership, peers, and other departments, to achieve business objectives
- Working in a fast-paced, dynamic environment, with flexibility to support a 24/7 operating schedule, including weekends
Key Responsibilities:
People Management
- Lead, manage, and develop a high-performing team, with a focus on individual and team performance, goals, and expectations
- Provide coaching, feedback, and development opportunities to team members, with a focus on growth and improvement
- Conduct performance improvement efforts, using metrics and data to inform decision-making
- Build productive working relationships with direct reports, peers, leadership, and other departments
Operations Management
- Manage workflow, handle escalations, and proactively engage resources to address issues and improve efficiency
- Use data and insights to prepare metric reviews, identify trends, and inform decision-making
- Ensure Service Level Agreement (SLA) adherence, and develop strategies to improve customer satisfaction and experience
- Identify and eliminate root cause barriers to accuracy, productivity, and quality, with a focus on continuous improvement
Basic Qualifications:
- Bachelor's degree
- 2+ years of experience in Program/Project management, Operations, or Call Center management
- 2+ years of experience in managing teams, preferably in customer service
- Excellent oral, written, presentation, and interpersonal communication skills
- Demonstrated ability to work in a team, in a dynamic environment
- Advanced level of Microsoft Office (especially Excel)
Preferred Qualifications:
- Change management experience, with the ability to lead change across all levels of the organization
- Proven ability to develop new ideas, and creative solutions, in an ambiguous environment
Don't miss this opportunity to join our team! If you're a motivated, customer-obsessed, and results-driven leader, we want to hear from you. Apply today, and take the first step towards an exciting and rewarding career with our team!
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