ERC Virtual Contact Center Program Manager v Prague, Prague, Česká republika

Amazon Czech Republic Přímý zaměstnavatel



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At Amazon we believe that every day is still day one.

We pioneer. We're a company of pioneers. It's our job to make bold bets, and we get our energy from inventing on behalf of customers. Success is measured against the possible, not the probable. For todays pioneers, thats exactly why theres no place on Earth theyd rather build than Amazon.

This is your chance to make history. Join the Employee Resource Center Team (ERC) for the Regional Shared Services located in Prague, which supports Amazon employees across EMEA Countries. The hub provides a multi-language capability to the internal customers, and is currently looking for experienced ERC Virtual Contact Center Manager. This Job is available in Prague Corporate Office as well as virtual in Poland. VCC Manager will be accountable for driving regional agenda for Virtual Contact Center organization (VCC).

Meet your future team! Watch the HR Services Prague Video
<web address removed>

Responsibilities:
• Design & execute process and procedures for efficient management of virtual teams in the region (incl. legal aspect)
• Actively looking and developing new opportunities for VCC teams in terms of new geos, countries and technology to deliver high quality and efficient delivery model
• Ensuring the quality of delivery is meeting ERC expectations in terms of contractual KPIs and customer satisfaction,
• Support managers in designing Career plans for virtual team members.
• Conducting performance reviews for the virtual team members.
• Coordinating and reporting team performance on a weekly basis.
• Analyzing the overall performance & building action plan for sustain improvement.
• Identifying Projects for continuous improvement in the process.
• Coordinate with the recruiting team on hiring & updates.
• Handling Employee concerns
• Assist with handling calls and tickets during All Hands on Deck situations and Peak

Project Management and Communications:
• Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate. Participates in cross-functional process improvement initiatives.
• Drive process improvements to enhance the operational efficiency of the team. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
• Investigates discrepancies, finds and implements solutions.
• Creates business cases and manages enhancements. Presents high quality data findings
• Identifies need, creates and distributes standard communications.
• Maintains departmental content in all channels. With manager oversight, develops and implements communication plans.
• Responds to escalations, providing root cause analysis and recommendation. Develops remediation plan and drives to resolution with minimal guidance from Manager.

People Management:
• Leading and developing a team of 20 or more Associates and Specialists who work remotely; responsible for the overall direction, performance management, coordination and evaluation of the team and manage the team and ensure high service delivery and execution.
• Achieve performance goals and objectives in line with the network wide vision and goals.
• Carrying out supervisory responsibilities in accordance with Amazon policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
• Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

What we offer:
• Unlimited contract
• 5 weeks of vacation
• Relocation package
• Public transport reimbursement
• Multi-sport card
• Employee referral program bonus
• Life insurance and pension plan
• Varying local discounts e. g. for canteens, cafes etc.
• Corporate events and team events
• Possible internal and/or international growth

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.

Amazon takes your personal data protection seriously and respects EU and local data protection laws. Unless you express otherwise, by submitting your CV you authorize the hiring Amazon company to store your personal data in the electronic database maintained by Amazon Corporate LLC. in the USA or one of its affiliates for the purpose of assessing your suitability for this and future job vacancies and to pursue your recruiting process. If at any time you want your personal data to be deleted, you simply need to notify the hiring Amazon company. Amazon will not share your personal data with any third party without your prior consent. As part of your interview process with Amazon you may be asked to authorize the hiring Amazon company to separately verify your application data and personal background through a third party service provider.



BASIC QUALIFICATIONS

• Fluent English and other EU language (German, Polish preffered)
• Min. 5 years of experience in managing virtual, operational teams,
• Computer literacy (Excel, Work, PowerPoint, Outlook)
• Ability to work in international teams where team members are in different locations and belong to different cultures.
• Ability to work with confidential information,
• Flexibility
• Bachelor degree required
• Superior attention to detail and ability to prioritize in a fast-paced environment to work in this rapidly changing HR environment
• Experience creating process documentation.
• Exceptional communication and organizational skills
• Ability to self-audit for very high level of accuracy.
• Ability to prioritize workflow daily and ensure service levels are achieved at all times
• Knowledge of the organizations inter-department relationships and the ability to work with all levels of the organization



PREFERRED QUALIFICATIONS

• Customer service experience
• HR Experience
• Call center experience
• Other European languages is an advantage
• People Management experience
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.

Amazon takes your personal data protection seriously and respects EU and local data protection laws. Unless you express otherwise, by submitting your CV you authorize the hiring Amazon company to store your personal data in the electronic database maintained by Amazon Corporate LLC. in the USA or one of its affiliates for the purpose of assessing your suitability for this and future job vacancies and to pursue your recruiting process. If at any time you want your personal data to be deleted, you simply need to notify the hiring Amazon company. Amazon will not share your personal data with any third party without your prior consent. As part of your interview process with Amazon you may be asked to authorize the hiring Amazon company to separately verify your application data and personal background through a third party service provider.

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