ByThe job posting is for a CAP Team Manager at Amazon Development Center, specifically in Maharashtra. This role is only open to external female candidates.
Role Overview:
The CAP Team Manager will lead a team of 20-30 associates in the Concession Abuse Prevention (CAP) team. The primary responsibilities include driving process improvement, motivating team members, and managing performance to ensure customer satisfaction. The role demands a focus on identifying and resolving customer-impacting issues, improving operational efficiency, and maintaining high service levels.
Key Responsibilities:
People Management:
- Lead and develop a team of associates.
- Drive continuous improvement through initiatives like Kaizen and Lean projects.
- Manage performance, coordinate team activities, and handle conflict resolution.
- Mentor new managers and support their development.
- Communicate policies, ensure compliance, and take corrective action as necessary.
Business/Operations Management:
- Identify and resolve customer-impacting issues.
- Develop and implement training programs to boost team quality and productivity.
- Drive process improvements to enhance operational efficiency.
- Manage SLAs, quality, and customer experience.
- Troubleshoot issues related to process affecting SLAs.
About the CAP Team:
The CAP team focuses on identifying and reducing concession abuse while maintaining customer trust. The role is ideal for individuals passionate about process improvement and leading customer-focused teams.
Basic Qualifications:
- Proven ability to build, develop, and manage a team.
- Experience in Contact Center Operations (Customer Service, Sales, or Collections).
- Strong organizational, prioritization, and communication skills.
- Proficiency in Microsoft Office, especially Excel.
- Strong analytical skills.
- Fluent in English.
Preferred Qualifications:
- Bachelor’s degree, MBA, or equivalent from a top institute.
- Project management skills and knowledge of Six Sigma/Lean processes.
- Experience in customer service is advantageous.
- Advanced computer skills.
- Willingness to work outside standard hours, including weekends.
Additional Information:
- The position requires availability 24/7/365, including weekends and non-standard work hours.
- The candidate must be willing to work in any sub-process within the CAP team, including Virtual Customer Service (Work from Home).
You can apply for this position AMAZON IS HIRING CAP TEAM MANAGER.
