Mgr, Candidate Care , Workforce Solutions, Amazon Candidate Connection Services

About the position Amazon's Candidate Connection Services (WFS) team is seeking a talented Area Manager to lead our call center operations in Tempe, AZ. This in-person role requires a dynamic individual who can drive performance and manage a team of approximately 15-20 Call Center Associates. The successful candidate will thrive in a fast-paced environment, demonstrating the ability to work independently while effectively communicating with team members and stakeholders. This position demands a proactive approach to problem-solving, with a strong focus on customer service and the ability to remove barriers in the hiring process. As an Area Manager, you will be responsible for setting the vision and direction for your team, ensuring that performance expectations and goals are met. You will monitor real-time service levels and schedule adherence, holding your team accountable for exceeding performance targets. Your role will also involve conducting performance improvement efforts through coaching and utilizing metrics to identify areas for development. You will carry out supervisory responsibilities in accordance with Amazon's policies, which include interviewing, training, planning, assigning, and directing work. In addition to people management, you will oversee operations management by managing workflow, handling escalations, and proactively engaging resources to address issues. You will use data and insights to prepare metric reviews and ensure that Service Level Agreements (SLAs) are adhered to for all support services. Your ability to solve complex customer support issues and identify root cause barriers to accuracy, productivity, and quality will be crucial in this role. If you have a relentless desire to drive process improvement and lead a team of customer-obsessed associates, this is the career opportunity for you!

Responsibilities

• Lead and manage a team of approximately 15-20 Call Center Associates, responsible for overall direction and performance.

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• Manage, supervise, and provide direction to Team Leads for day-to-day operations.

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• Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.

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• Monitor real-time service levels and schedule adherence, holding the team accountable for meeting and exceeding performance targets.

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• Conduct performance improvement efforts by coaching, using metrics to identify needs, and implementing action plans to guide progress.

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• Carry out supervisory responsibilities in accordance with Amazon's policies, including interviewing, training, planning, assigning, and directing work.

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• Manage workflow, handle escalations, and proactively engage resources to address issues.

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• Use data and insights to prepare metric reviews and ensure adherence to Service Level Agreements (SLAs).

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• Solve complex customer support issues and proactively address negative service trends.

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• Identify and eliminate root cause barriers to accuracy, productivity, and quality.

Requirements

• Bachelor's degree or 2+ years of Amazon (blue badge/FTE) experience.

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• 1+ years of leading a team with experience in hiring and developing talent.

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• 1+ years of management experience in a contact center or similar frontline operation.

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• Experience using PeopleSoft, Oracle, SAP, ADP, or other HR management and Payroll systems, as well as call center applications.

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• Advanced knowledge of Microsoft Office products and applications, especially Excel.

Nice-to-haves

• 2+ years of HR Generalist or HR Specialist experience in a corporate environment.

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• 2+ years of experience using a case management system, reviewing cases, and determining appropriate processes and policies.

Benefits

• Health insurance coverage

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• 401k retirement savings plan

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• Paid holidays

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• Paid time off (PTO)

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• Employee discount programs

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• Professional development opportunities

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