VCM Team Manager ( m/w) in Regensburg, Germany

Amazon’s Germany Regensburg e is currently looking for experienced Team Managers to join our Vendor Contact Management Team, who will be based remotely, as part of our VCC (virtual contact centre structure)

In this role you will be report to the Operations Manager for VCM DE. and will be responsible for ensuring that standards for service levels, productivity and quality assurance are met by the team of Vendor Contact Management Associates and Team Leads.

Key responsibilities include:

  • set the vision, direction, and culture of the team by managing individual and team performance expectations and goals;

  • provide individual coaching feedback sessions, and weekly one-on-ones that focus on improving Vendor satisfaction;

  • monitor real time service levels and schedule adherence;

  • serve as leaders and point of contact for escalated contact resolution of a supervisory nature or complex problems;

  • Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other Change/Kaizen initiatives as required

  • Fluent in English and German

Demonstrated ability to develop, direct, and manage a group of people

  • Skill in developing and implementing new strategies and procedures.

  • Ability to organize, prioritize and schedule work assignments.

  • Ability to make administrative and procedural decisions.

  • Versed in employee development and performance management skills.

  • Ability to develop, plan, and implement short- and long term goals.

  • Proven ability to manage reporting and analysis.

  • Demonstrated passion for delivering a positive Customer experience.

  • Ability to effectively and efficiently complete difficult goals or assignments.

  • Ability to perform ambiguous tasks without guidance and support.

  • Ability to foster a cooperative environment and to work in a collegial fashion with peers in other organizational units.

  • Can adapt well to changing circumstances, direction, and strategy.

  • Manage and drive staffing plans, cost analysis for the team

  • Recruit, develop and coach associates, advisors and supervisors

  • Strong interpersonal and communication skills and the ability to communicate effectively with a wide range of constituencies in a diverse community.

  • Demonstrated team building skills: within own team/across other teams.

  • Ability to provide effective advice and counsel on strategic communications issues and exercise effective judgment.

  • Ability to provide objective performance feedback.

  • Demonstrated ability to apply knowledge to specific communications to both internal and external audiences.

  • Ability to maintain composure in critical situations and communicate clearly with both internal and external customers.

  • Ability to review policy process via computer-based database as necessary to provide written and/or oral answers or solutions to customers.

  • In depth knowledge about our seller platform is a requirement

  • Work in an international environment.

  • Language Skills: Fluent German and English

    Are you interested? We are looking forward to receiving your application. Please submit your online application including your CV and covering letter (both written in English) by clicking “online bewerben”, stating your earliest start date and salary expectations separately in the applicant form.

    By submitting your resume and application information, you authorize Amazon to transmit and store your information in the Amazon group of companies' world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.

AMZR Req ID: 466140