DESCRIPTION

The Delivery Station Liaison (DSL) team provides outstanding Customer Service 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 pre-emptively addressing delivery issues before the customer even knows there was a problem.

The DSL Team is looking for a full time Team Manager to support one of our regional teams. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations/goals, maintaining 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 17-25 DSL agents
- Analyse performance and metrics.
- 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.
- Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers
- Join regular process improvement (\xe2\x80\x9cGemba\xe2\x80\x9d) calls with DSL agents and peers
- Travel to Delivery Stations to visit teams and build relationships as and when needed.

We are open to hiring candidates to work out of one of the following locations:

Dubai, ARE

BASIC QUALIFICATIONS

- Bachelor\'s Degree level or equivalent
- Experience in leadership or people management experience
- Prior usage of Microsoft Office including Excel using tools such as Pivot Tables and lookups
- Proficiency in English and Arabic.
- Ability to work flexible working shifts, including weekends, and holidays.

PREFERRED QUALIFICATIONS

- Comfortable working in a diverse group and contributing to an inclusive culture
- Previous experience managing teams within a remote environment.
- Proficient in process improvement
- Self-starter who is able to proactively develop an operations team to highest potential

Amazon