Customer Service Team Manager

DESCRIPTION Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon associates will deliver world class service to our customers. * Si prega di inviare il CV in lingua inglese affinché possa essere esaminato.* * Please note that this role is based in Cagliari (Sardinia)* We are currently recruiting for a Customer Service Team Manager based in Cagliari who will lead and support a team of Customer Service Associates. The number one priority for this role is to support the associates who will directly report to you. In this role you will be responsible for the coaching, development, performance and engagement of your associates. You will be tasked with supporting you people and removing any barriers that prevent them from demonstrating the Amazon CS Contact Tenets on every contact. The ideal Team Manager understands that supporting their people is the most critical role they perform, to achieve this they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them and invest time in developing them. They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service. You will be responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success. As a single threaded leader you will take care of all elements of your associates' satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on emerging issues. About our rewards We'll expect you to go the extra mile, but we'll also make sure you're well rewarded. As well as a competitive salary and stock units we offer a host of other benefits. If you thrive in a challenging and fast-paced environment, you'll meet your match with us, as you will be part of a vibe of constant improvement, where the things you do one moment, you will not necessarily be doing 6 months later. We don't like to sit still, which is why we always treat every day like the first day. A day to make more good things happen for our customers. It's that kind of spirit that drives our success now and keeps us ahead of the competition in the future. And you could be part of it. It's as simple as this: Work Hard. Have Fun. Make History. Sounds interesting? We look forward to your application. Please apply online and upload your CV and a letter of motivation in one document (max. 5 MB). 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. 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. BASIC QUALIFICATIONS · Fluent in written and spoken Italian and English · Bachelor's degree or equivalent. ·  · Leadership: ·  · Experience coaching or leading people · Ability to create and continually support people through individual development plans · Strong listening skills · Positive communicator who understands when necessary how to have tough conversations · Knows and communicates the Amazon mission, vision and strategy · Ability to confidently facilitate team discussions and communicate business messages Delivering Service: · Knows Amazon process and policies at an expert level · Role model in contact handling skills · Ability to review contacts to identify WOW moments and opportunities to support associates with coaching Delivering Results: · Strong time management and organizational skills · Takes action on emerging issues and opportunities · Helps associates understand the performance bar and supports them to reach it PREFERRED QUALIFICATIONS · Advanced computer skills, fluent with Excel and Word