Remote Customer Service Team Manager (Fluent German & English Speaker)

The Delivery Station Liaison (DSL) team provides outstanding Customer Service from within the heart of Amazons 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.

The DE DSL Team is looking for an interim 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.


Key job responsibilities
Remotely lead a team of 17-25 DSL agents
Analyse performance and metrics. Join Weekly Business Review calls with Group and Operations Managers to report on performance and share action plans where required.
Coach agents to continuously improve performance
Audit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions
Engage with stakeholders from Amazon Logistics through reporting and regular calls. Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers
Join regular process improvement calls with DSL agents and peers
Travel to Delivery Stations (approx. 25% of time) to visit teams and build relationships

BASIC QUALIFICATIONS

Fluent in German and English
1 or more years experience of demonstrable leadership and people management in Customer Service or Customer Facing role
Experience in analysing metrics and developing action plans based on outcomes
Proven ability to make and implement decisions
Proven ability to build relationships quickly
Strong change communication skills
Comfortable and willing to work in a diverse environment, contributing to a diverse and inclusive workspace

PREFERRED QUALIFICATIONS

2-3 years  leadership experience
Prior experience leading teams remotely and in a customer-facing environment
Strong interest in hiring and developing people in their respective roles