Job ID: 2836898 | Location: Virtual (Maharashtra, Telangana)
Department: Customer Service
About the Role
The Concession Abuse Prevention (CAP) team is looking for a passionate and experienced Team Manager to lead a team of 20-30 associates in driving process improvements and ensuring exceptional customer satisfaction. CAP focuses on identifying and eliminating concession abuse while maintaining customer trust. This leadership role involves guiding a team, solving complex customer-impacting issues, and implementing solutions to enhance quality and productivity.
Key Responsibilities
People Management
Lead and mentor a team of 20-30 associates to meet and exceed performance goals.
Foster a culture of continuous improvement through Kaizen and Lean projects.
Conduct interviews, training, work assignments, and performance reviews.
Motivate and groom associates into future CS Managers.
Ensure policy compliance and resolve conflicts effectively.
Business/Operations Management
Identify customer-impacting issues and implement solutions to improve satisfaction.
Develop and implement training programs for quality and productivity improvements.
Monitor Service Level Agreements (SLAs), quality, and customer experience.
Troubleshoot process-related issues to meet operational goals.
Basic Qualifications
Proven ability to build, develop, and manage a team effectively.
Expertise in handling customer pain points and delivering solutions.
Strong analytical and data interpretation skills.
Excellent organizational, prioritization, and communication abilities.
Proficient in Microsoft Office (especially Excel).
Fluent in English with strong interpersonal skills.
Experience in contact center operations (Customer Service, Sales, or Collections).
Ability to handle complex and ambiguous scenarios.
Strong passion for providing a positive customer experience.
Preferred Qualifications
Bachelor’s degree, MBA, or equivalent from a premier institute.
Advanced computer skills and project management knowledge.
Experience in Six Sigma/Lean processes.
Prior experience in customer service is an added advantage.
Willingness to work 24/7/365, including weekends and holidays.
Job Locations
This is a virtual role, and candidates must reside in Maharashtra, Telangana
If you are a results-driven leader with a passion for customer service and innovation, this role is your next big career opportunity. Join Amazon's Concession Abuse Prevention (CAP) team today!
Keywords: Amazon jobs, CAP Team Manager, virtual jobs, customer service management, leadership roles, Lean Six Sigma, contact center operations, Maharashtra, Telangana.
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