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Key Accountabilities:
The ERC Team Lead will be responsible for the following key accountabilities:
- Leading a team of ERC Team Managers and/or Sr. Specialists, providing guidance and support to ensure high service delivery and execution
- Managing the workflow of the team to maintain service levels and equitable workloads among team members
- Carrying out supervisory responsibilities in accordance with Amazon's policies and procedures
- Identifying employee impacting issues and implementing solutions to increase employee satisfaction
- Participating in cross-functional process improvements and identifying opportunities for process enhancements
About You:
You have a bachelor's degree or equivalent work experience, 3+ years as manager in contact center experience in a corporate environment or similar frontline operation, HR experience (HR Specialist preferred), and proficient in English, both verbal and written. You are results-oriented, with strong project management skills, excellent organizational and interpersonal skills, and can articulate top drivers of contacts and departmental metrics.
