Delivery Station Liaison Team Manager – Saudi national
Job Description
<strong><u>Description</u></strong><p><br></p>The Delivery Station Liaison (DSL) team provides outstanding Customer Service from within the heart of Amazon’s Delivery Stations. The team provides support to customers who have experienced a failed delivery and require an urgent reattempt, as well as reducing Customer effort by pre-emptively addressing delivery issues before the customer even knows there was a problem.<p><br></p>The DSL Team is looking for a full time Team Manager to support one of our regional teams. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and working with stakeholders to implement solutions.<p><br></p>Key job responsibilities<p><br></p><ul><li> Remotely lead a team of 17-25 DSL agents</li><li> Analyse performance and metrics.</li><li> Join Weekly Business Review calls with Group and Operations Managers to report on performance and share action plans where required.</li><li> Coach agents to continuously improve performance</li><li> Audit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions</li><li> Engage with stakeholders from Amazon Logistics through reporting and regular calls.</li><li> Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers</li><li> Join regular process improvement (“Gemba”) calls with DSL agents and peers</li><li> Travel to Delivery Stations to visit teams and build relationships as and when needed.</li></ul><p><br></p>We are open to hiring candidates to work out of one of the following locations:<p><br></p>Riyadh, SAU<p><br></p><strong><u>Basic Qualifications</u></strong><p><br></p><ul><li> Bachelor’s Degree level or equivalent</li><li> Experience in leadership or people management experience</li><li> Prior usage of Microsoft Office including Excel using tools such as Pivot Tables and lookups</li><li> Business proficiency in English.</li><li> Ability to work flexible working shifts, including weekends, and holidays.</li></ul><p><br></p><strong><u>Preferred Qualifications</u></strong><p><br></p><ul><li> Comfortable working in a diverse group and contributing to an inclusive culture</li><li> Previous experience managing teams within a remote environment.</li><li> Proficient in process improvement</li><li> Self-starter who is able to proactively develop an operations team to highest potential</li></ul><p><br></p><strong>Company</strong> – Afaq Q Tech General Trading<p><br></p>Job ID: A2415262
