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Group Manager

Indore, Madhya Pradesh

Black Turtle

Job Description

Position Description: Group Manager
REPORTEES Team Managers
REPORTING TO Operations Manager
Summary of Responsibilities
If you are passionate about driving process improvement and motivating a team of driven, customer-obsessed associates and customer service managers, all while analyzing systemic issues and implementing solutions to challenging problems, we have the career youre looking for!
Key responsibilities include
People Management
Handle a team of 3-8 Team Managers and 90-150 Customer Service Associates; responsible for the performance of the teams
Ability to set the vision and culture of the team by handling individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets
Carry out supervisory responsibilities in accordance with Amazons policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employees; and effective conflict resolution
Handle the career growth and development of the Customer Support team by driving focus on Amazons Leadership Principles
Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments
Operations and Project Management
Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives
Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization
Works to build and maintain customer trust
Solving complex customer support issues and proactively heading off negative service trends.
Identifying and eliminating root cause barriers to accuracy, productivity, and quality
Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures
Developing and achieving performance goals and objectives in order to achieve customer support expectations
Basic Qualifications
Ability to stay focused and keeps up with our continuous and fast-paced growth
Demonstrate ability to be a strong team player, behaves like an owner, and ultimately focused on delivering results with high standards
Ability to demonstrate consistent effort, intense commitment, and willingness to go above and beyond when needed
Ability to take initiative without being asked to. Plans efficiently while avoiding analysis paralysis
Strong communication skills as well as a strong technical and analytical aptitude are required
Should be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving and is passionate about excellent customer service
Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of a customer-focused and metrics driven environment
Ability to be a cost owner and drive cost effective measures in the department and across the organization
Ability to handle and drive process related automation with technical team where needed
Position Qualifications
Bachelors degree, MBA is a plus
3-5 plus years experience with Customer service would be an added advantage
7-10 years of overall experience and 4-5 years of supervisory exposure including managing managers.
Advanced computer skills using a variety of programs highly desired
24/7/365 availability, including willingness to work on weekends, and outside of the "standard" work day
Applicant needs to be in People Management role

Knowledge & Skills Required

Ability to stay focused and keeps up with our continuous and fast-paced growth
Demonstrate ability to be a strong team player, behaves like an owner, and ultimately focused on delivering results with high standards
Ability to demonstrate consistent effort, intense commitment, and willingness to go above and beyond when needed
Ability to take initiative without being asked to. Plans efficiently while avoiding analysis paralysis
Strong communication skills as well as a strong technical and analytical aptitude are required
Must be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving with an unrelenting passion for excellent customer service
Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics driven environment
Ability to be a cost owner and drive cost effective measures in the department and across the organization
Ability to manage and drive process related automation with technical team where needed
Amazon is an Equal Opportunity Employer.

Company Description

BLACK TURTLE is a premier talent management consultancy firm. The Indian arm was established... in the year 2000. Since then the unit has grown manifold and is ranked among the Top 10 across various services and functions.

BLACK TURTLE offers a wide range of services spread across various industries and functions. These services range from executive recruitment to consultancy in devising HR policies to attract and retain the best talent. It includes servicing niche recruitment needs to RPO. We offer multiple solutions under one roof.
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Additional Information

Last updated:
04/03/2018
Job type:
Full time
Position type:
Permanent
Vacancies:
2
Minimum experience:
Between five and ten years
Education:
Compulsory Education
Salary range:
₹ 6,00,000 - ₹ 12,00,000 / Yearly (Gross Pay)
Category:
Jobs in Customer Service / Call Centre / Operations / Data Entry
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