Reference no: EM133163854

This is an interview assignment: 

You have the following job description. After you read it carefully, you will be responsible to answer the below 5 questions taking into consideration that you are the best candidate for the job announcement and DEMONSTRATE YOUR FIT FOR THE JOB.

Make sure answers are focused and concise and well-communicated job qualifications/skills while presenting enough key details to impress.

CS Team Manager

Job summary

If you are passionate about driving process improvement and motivating and leading a team of driven, customer-obsessed associates and team leads, all while analyzing systemic issues and implementing solutions to challenging problems, we have the career you're looking for!

A Team Manager sets the vision and culture of their teams by handling individual and team performance expectations and goals, maintaining a singular focus on ensuring and improving customer satisfaction and customer experience, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity while achieving real-time desired service levels.

BASIC QUALIFICATIONS

Demonstrated ability to build, develop and handle a group of people

Ability to support Business and provide solutions to customer pain points

Ability to handle complex and ambiguous scenarios

Ability to organize, prioritize and schedule work assignments

Ability to make administrative and procedural decisions

Demonstrated ability to handle reporting and analysis

Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations

Ability to effectively and efficiently complete difficult goals or assignments

Can adapt well to changing circumstances and strategy

Strong interpersonal and communication skills

Confident in using Microsoft Package (especially Excel)

Experience in Contact Center Operations (Customer Service, Sales, or Collections) - Spent a minimum of 6 months managing associates directly.

Strong in data manipulation and analysis

Key responsibilities include:

People Management:

• Leading and developing a team of 20-30 associates; responsible for the overall performance management, coordination and evaluation of the team.
• Actively participate in and drive the continuous improvement culture through 'kaizen' and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
• Carrying out supervisory responsibilities in accordance with Amazon's policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employee performance; and effective conflict resolution.
• Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom associates into future CS Team Managers
• Leading Site Level initiatives, primary owner of functional responsibilities that impact overall site and may require interface with other sites in network
• 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.
• Expected to be 2nd in line to the Group managers and at times might be required to perform delegated duties of group managers
• Develop and Achieve performance goals and objectives in line with the network wide vision and goals.

Here are the 5 Questions for the assignment:

1. Why are you the best candidate for this position?
2. Tell me about a time you had to adjust your style to communicate more effectively.
3. Describe a time you faced in a work environment that tested your coping skills.
4. Tell me about your proudest accomplishment.
5. What questions do you have for me?