Amazon Jobs in Ludhiana

Key responsibilities include:

People Management:

• Leading and developing a team of 120-150 associates; responsible for the overall performance management, coordination, and evaluation of the team.
• Actively participate in and drive the continuous improvement culture through ‘kaizen’ and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
• Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training, and motivating employees; planning and assigning work; rewarding and reviewing employee performance; and effective conflict resolution.
• Mentoring and acting as a resource to new managers and expediting their learning curve also devise an action plan to develop and groom associates into future CS Managers
• Leading Site Level initiatives, the primary owner of functional responsibilities that impact overall site like Performance Related Pay, transportation, etc. and may require interface with other sites in the network
• Communicating policies to associates and becoming the primary information source for staff; following up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
• Expected to be next in line to the Operations managers and at times might be required to perform delegated duties of operations managers
• Develop and Achieve performance goals and objectives in line with the network-wide vision and goals

• Identifying customer-impacting issues, working out and implementing solutions, and process improvements to increase customer satisfaction rate.
• Assist in developing and implementing training programs to improve the quality and productivity of the team.
• Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
• Developing and achieving performance goals and objectives in line with the network-wide vision and goals.
• Focus on management of SLA, quality, and customer experience
• Troubleshooter in case of issues relating to process affecting the SLAs

• Demonstrated ability to build, develop and handle a group of people
• Ability to support Businesses and provide solutions to customer pain points
• Ability to handle complex and ambiguous scenarios
• Ability to organize, prioritize and schedule work assignments
• Ability to make administrative and procedural decisions
• Demonstrated ability to handle reporting and analysis
• Demonstrated passion for delivering a positive customer experience, and maintaining composure in difficult situations
• Ability to effectively and efficiently complete difficult goals or assignments
• Can adapt well to changing circumstances and strategy
• Strong interpersonal and communication skills
• Confident in using Microsoft Package (especially Excel)
• Fluent English skills are required for this role
• Experience in Contact Center Operations (Customer Service, Sales, or Collections)
• Strong in data manipulation and analysis
• Preferred Project Management & knowledge of Six Sigma/Lean Processes

BASIC QUALIFICATIONS

• Bachelor’s degree or MBA is a plus
• 3 plus years of experience with Customer service would be an added advantage
• 5-7 years of overall experience and 2 years of supervisory exposure in managing a team size of 10-20 associates.
• Advanced computer skills using a variety of programs are highly desired
• Willingness to work in rotational shifts including weekends
• Applicant needs to be in People Management role
• Willingness to work from home with remote supervision

Amazon is an Equal Opportunity Employer.

PREFERRED QUALIFICATIONS

• Bachelor’s degree or MBA is a plus
• 3 plus years of experience with Customer service would be an added advantage
• 5-7 years of overall experience and 2 years of supervisory exposure in managing a team size of 10-20 associates.
• Advanced computer skills using a variety of programs are highly desired
• Willingness to work in rotational shifts including weekends
• Applicant needs to be in People Management role
• Willingness to work from home with remote supervision

Amazon is an Equal Opportunity Employer.