SPS T4 Supervisor, T4
Job Description :
At Amazon.com, we strive to be Earth's most customer-centric company. To support this vision, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to work hard, have fun, and make history.
Are you passionate about improving the quality of customer experience Do you thrive in a fast-paced environment in which you have the opportunity to influence change Would you like to enable change that drives business growth while protecting Amazon's Selling Partner experience
The Selling Partner Support (SPS) organization in Amazon provides world-class support to our global Selling Partners, and is looking for a SPS T4 Supervisor. The SPS T4 Supervisor is accountable to manage performance of T4 associates through various performance management tools.
Key job responsibilities
. Manages performance of 20-25 T4 Associates through effective 1:1 meeting, coaching, and mentorship.
. Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
. Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
. Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Selling Partner experience.
. Execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
. Manages schedules, monitors adherence, time-off planning, and attendance as per desired goals.
. Participates in Kaizen events to identify and implement process improvement change initiatives.
. Conducts ticket audits and provides coaching to improve performance.
. Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
. Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures and Liaises with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Selling Partners' issues and questions.
. Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
About the team
Trouble Ticket Triage Team (T4) is a specialized team within Amazon Selling Partner Support (SPS), that focuses on resolving issues reported by SPS associates on behalf of Selling Partners. The team's mission is to provide quick turnaround of issue resolution as well as develop processes that empower associates and Selling Partners to self-resolve the issues without need of contacting T4 team.
Basic Qualifications :
. 3+ years of experience managing teams
. Experience analyzing data and best practices to assess performance drivers
. Should be a graduate
. Excellent written and verbal communication.
. Ability to maintain composure in critical situations embraces and is adaptable to change.
. Ability to analyze and interpret large, complex data samples and make recommendations based on findings.
. Ability to compose narratives, build reports and present proposals and performance data.
. Approachable, cooperative, and a team player works tirelessly to earn and maintain the trust of their own team and others.
. Strong prioritization and time management skills, with a high degree of flexibility.
. Proven ability to work effectively to tight deadlines in a fast-paced environment.
. The job involves working in a 24/7 environment including night shifts and the shifts are decided based on the business requirement.
. Rotational two- consecutive day off (it is a 5-day working week with 2 consecutive days off.
Preferred Qualifications :
. Bias for action and ability to deal with ambiguity.
. Experience of leading a service quality/audit/ ticketing function.
. Experience of setting up a new team or function from scratch.