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Team Manager

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Amazon

17d ago

  • Job
    Full-time
    Senior Level
  • People, HR & Administration
    Business, Operations & Strategy
  • Hyderabad, +1

AI generated summary

  • You need a Bachelor's degree, 5+ years of experience (2+ as a manager), strong communication skills, process improvement expertise, and a passion for developing talent.
  • You will manage performance, support hiring and training, develop work schedules, track metrics, provide feedback, identify process improvements, and communicate effectively with teams.

Requirements

  • Bachelor Degree (Any Stream) or advanced college education or experience in a Leadership or related position with management.
  • Proficiency in verbal and written communication skills
  • Experience in understanding performance metrics and developing them to measure progress against key performance indicators
  • Overall 5+ yrs of work experience out of which, at least 2+ yrs as a people manager
  • Must have driven process improvements in the current role
  • Experience with process improvement/quality control tools and methods
  • Demonstrated ability to lead diverse talent within a team, work cross-functionally, and build consensus on difficult issues
  • Excellent communication, strong organizational skills and very detail-oriented
  • Strong interest in hiring and developing people in their respective roles
  • Leadership experience in coaching and performance management
  • Experience in managing process and operational escalations
  • Experience with aspects of speech and language technology

Responsibilities

  • Manage & monitor performance on job or queue adherence, volume, and quality
  • Support hiring and training of new Associates
  • Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis
  • Develop the work schedule for the week by balancing work across various workflows and/or navigating competing delivery priorities
  • Track quality and utilization metrics
  • Provide regular, formal & informal feedback to direct reports
  • Identify and help implement process-related improvement using methodologies
  • Communicate effectively
  • Manage job assignment on a day-to-day basis, monitoring performance on job or queue adherence, volume, and quality
  • Support hiring and training of new Associates
  • Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis
  • Develop the work schedule for the week by balancing work across various workflows and/or navigating competing delivery priorities
  • Liaise with Program Management and other global operations team leads to manage risks & propose mitigation strategies
  • Track quality and utilization metrics
  • File and track tickets, following up on blocks to productivity
  • Provide regular, formal & informal feedback to direct reports
  • Identify and help implement process-related improvement using methodologies such as Kaizen, six sigma, or lean
  • Communicate effectively
  • Manage & monitor performance on job or queue adherence, volume, and quality
  • Support hiring and training of new Associates
  • Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis
  • Develop the work schedule for the week by balancing work across various workflows and/or navigating competing delivery priorities
  • Track quality and utilization metrics
  • Provide regular, formal & informal feedback to direct reports
  • Identify and help implement process-related improvement using methodologies
  • Communicate effectively

FAQs

What is the main responsibility of a Team Manager in Alexa Data Services?

The main responsibility of a Team Manager is to manage and monitor performance related to job or queue adherence, volume, and quality, while also supporting hiring and training of new associates and optimizing productivity.

How much experience is required for the Team Manager position?

A minimum of 5+ years of work experience is required, with at least 2+ years in a people management role.

What educational qualifications are needed for this role?

A Bachelor’s Degree in any stream or advanced college education, along with experience in a leadership or related position, is required.

Are there opportunities for process improvement in this role?

Yes, the Team Manager is responsible for identifying and helping implement process-related improvements using methodologies such as Kaizen, Six Sigma, or Lean.

What types of skills are preferred for this position?

Preferred skills include experience with process improvement tools, strong communication and organizational skills, leadership in coaching and performance management, and an interest in hiring and developing talent.

What kind of team dynamics can a Team Manager expect?

The Team Manager will lead a diverse team and work cross-functionally, building consensus on difficult issues while ensuring effective communication and collaboration.

Is experience in speech and language technology beneficial for this role?

Yes, experience with aspects of speech and language technology is considered beneficial for the Team Manager position.

Does the company provide accommodations for applicants with disabilities?

Yes, the company offers workplace accommodations or adjustments during the application and hiring process for individuals with disabilities.

What metrics will the Team Manager be tracking?

The Team Manager will track quality and utilization metrics to ensure productivity and performance standards are met.

What is the culture like at the company?

The company's inclusive culture empowers Amazonians to deliver the best results for customers and supports a collaborative environment.

Retail & Consumer Goods
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.