Centralized Support Operations Manager at Amazon

Centralized Support Operations Manager Details

June 7, 2019, 5:01 a.m.
Customer Service
Human Resources - Fulfillment
Seattle, Washington
(WFS CS) team Amazon Global Workforce
The Amazon Global Workforce Staffing Organization is key to delivering our customer experiences around the globe. With 700k hourly associates hired annually and growing to more than 1m in the next 24 months it is a key operational mechanism to ensure we deliver our customer experiences globally. The Amazon Workforce Staffing Centralized Support (WFS CS) team is one branch of the Global Workforce Staffing Organization. WFS CS provides email, chat and phone support to High Volume Hiring (HVH) candidates. This customer service for candidates removes technical barriers in the hiring process, relieving local HR and Staffing teams from providing Tier 1 candidate support. WFS standardizes candidate messaging, and collects actionable data on candidate issues. We are seeking a highly experienced shared services/contact center operations manager to support the WFS CS team during a period of fast-paced expansion. Over the next 12 months we expect to expand to at least 3 different countries/languages,

- Completed bachelor’s degree - Experience leading and interacting with cross-functional teams - 5+ years of experience in contact center/shared services management, expansion, capacity planning and vendor management - Work independently in a fast-paced and rapidly changing environment - Advanced proficiency with Microsoft Office products - Ability to prioritize and handle multiple assignments at any given time while maintaining commitment to deadlines - Ability to travel up to 50% - Experience with capacity planning tools/automation - Highly effective in ambiguous situations - Ability to react
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