Performance Enhancement Manager
hace 3 días
We are seeking an experienced ERC Team Manager to join our team at Amzn Support Srvcs Costa Rica. As a member of our leadership team, you will be responsible for leading a high-performing team, driving process improvement, and ensuring customer satisfaction.
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.
Requirements:
- 3-5 years of related experience, preferably in a team management or project management role.
- Proven track record of success in managing high-performing teams and driving process improvement.
- Excellent communication and interpersonal skills, with the ability to effectively communicate with stakeholders at all levels.
- Experience in project management, with a focus on lean six sigma methodologies.
- Certification in PHR, GPHR, or SPHR.
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