Leadership Position
hace 4 días
The ERC Team Manager plays a pivotal role in driving team performance and excellence at Amzn Support Srvcs Costa Rica. This leadership position requires a proven track record of success in managing high-performing teams, with a focus on process improvement, customer satisfaction, and operational efficiency.
About the Role:
- Lead a team of 20-25 associates, responsible for direction, performance management, coordination, and evaluation.
- Manage workflow to maintain service levels and ensure equitable workloads among team members.
- Drive continuous improvement through 'kaizen' and lean projects, identifying and eliminating barriers to accuracy, productivity, and quality.
- Participate in cross-functional process improvement initiatives and develop training programs to enhance team quality and productivity.
- Presents data findings and communicates key performance metrics to stakeholders.
- Investigate discrepancies, find solutions, and create business cases for enhancements.
- Maintains departmental content across all channels and develops remediation plans for issues.
- Subject Matter Expertise includes HR Services workload and priorities, legal stipulations, and complex issue analysis and resolution.
- Experience in team management, project management, and lean six sigma is highly desirable.
- Bachelor's degree or advanced college education in a related field is required, along with PHR, GPHR, or SPHR certification.
Key Responsibilities:
- People Management: Leads and develops a team of associates, responsible for overall direction, performance management, coordination, and evaluation.
- Project Management and Communication: Identifies customer impacting issues and implements solutions and process improvements to increase customer satisfaction.
- Customer Service: Manages key stakeholders, both internal and external, and partners with them for process enhancement.
Benefits:
- Competitive compensation package.
- Opportunities for career growth and development.
- A collaborative and dynamic work environment.
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