Customer Service Team Manager (Italy DSL), Delivery Station Liaison Team Manager

Description

• The Delivery Station Liaison (DSL) team advocates for Customers from within the heart of Amazon’s Delivery Stations. The team provides support to customers who have experienced a failed delivery and require

Description

• The Delivery Station Liaison (DSL) team advocates for Customers from within the heart of Amazon’s Delivery Stations. The team provides support to customers who have experienced a failed delivery and require an urgent reattempt, as well as reducing Customer effort by proactively addressing delivery issues before the customer even knows there was a problem. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations and goals, maintaining a focus on improving customer satisfaction, and identifying customer impacting issues and working with stakeholders to implement solutions. Key job responsibilities • Remotely lead a team of 15-30 DSL agents. • Travel to Delivery Stations depending on the business needs (a minimum of three visits per month) to visit teams and build relationships. • Analyse performance metrics and drive performance improvements. • Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers. • Join Weekly Business Review calls with Group and Operations Managers to report on performance and share action plans where required. • Coach agents to continuously improve performance. • Audit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions. • Engage with stakeholders from Amazon Logistics through reporting and regular calls. • Join regular process improvement calls with DSL agents and peers. • Drive DSL agent engagement

Basic Qualifications

• - Experience using data and metrics to determine and drive improvements - Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays - Experience with risk adjustment coding, or experience completing complex tasks quickly with little to no guidance and react with appropriate urgency to situations that require a quick turnaround - Experience in MS Office including Excel, or experience with Microsoft office tools like Word, Excel, Outlook, and OneNote - Educated to Bachelor’s Degree level Leadership and people management experience. - Experience demonstrating leadership and people management in Customer Service or customer facing roles - Proficient in spoken and written English (Common European Framework of Reference C1 or above).

Preferred Qualifications