The Operations Manager will be responsible for setting the vision and direction of your teams at our Pune Customer Service/Contact Center. You will lead a large team of up to 300-500 associates, Team managers and Group managers to improve customer experience, increase output and maintain service levels. The contact center provides support to both the North American, European and India business units in email and chat contact mediums. This is a senior-level management position that is fully accountable for the results of the reporting teams at the customer service center.
Responsible for the overall direction, coordination, and evaluation of the teams under management. Understands and demonstrates Amazons core values and Leadership Principles. Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures. Mentors others in developing Leadership behaviors. Hires, handles, and develops high performing teams. Identifies individual strengths of team members.
Maintains a complete and thorough understanding of technical systems in a complex automated customer service center. Implements change or develop new processes as necessary to provide the ability to better service multiple work types. Continually measures and evaluates all work processes using Kaizen, Lean and other improvement methods. Develops and achieves performance goals and objectives in order to deliver an extraordinary customer experience. This position requires the applicant who has the ability to dive deep to include root cause analysis and develop action plans in support of driving process improvements and keep pace with our increasing growth while motivating others to meet the challenges of a performance based culture in an extraordinarily challenging environment.