Real Time Manager, Aws Customer Service

2 weeks ago

Cape Town, Western Cape, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time
A bachelor's degree in an analytical or business field, or comparable business experience with some technical background.

- 5+ years' of overall experience in a consumer-facing or service organization - 3+ years of experience in a large scale operations planning or supply chain teams - Experience in building and managing capacity/labor/inventory plans for large scale global operations - Experience using SQL for data analysis and reporting.


Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative.

Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies.

The AWS Customer Service team is seeking an experienced Real time Manager to provide world class support to the operations team in our AWS Customer Service sites across the globe.

Specifically this role will be responsible for building relationships with a site's leadership teams and helping them execute on a staffing plan and managing a team of real time analysts who operate 24/7 within AWS Customer Service.

Key job responsibilities

  • Set business objectives to deliver best system/process, product/feature with most efficient use of resources and clear and measurable success criteria to drive functional goals of standardization and efficiency gain by driving automation.
  • Reduce the manual work and infuse alert mechanisms / bots and efficient process to protect SL.
  • Have end to end responsibility of Real Time Management for all regions. Ensure coverage, on time delivery, manage incidents impacting AWS CS, work with WFA team for interval level planning and skill management.
  • Engage with stakeholders across multiple geographies and time zones.
  • Prepare/present business review documents to leadership through effective communication both verbally and in writing.
  • Identify and evaluate potential risk in processes and determine appropriate corrective action with mínimal direction from leadership
  • Work with WFM leader in devising and executing RTM strategy in terms of vision, people, process and technology

As Manager:

  • Lead a team of Real Time analysts that support
worldwide network of operational centers.

  • Provides regular coaching and feedback to direct reports to help grow functional skills and leadership capability.
  • Demonstrates understanding of performance and leadership bar and effectively applies to hiring decisions.
  • Understands and communicates the department's vision to team members. Sets clear expectations and builds robust launch plans for new team members.
  • Understands team members' engagement and motivation, works to retain high performers.
  • Sets objectives with team members that enable achievement of department and functional goals.
  • Assesses behaviors and coaches team members on demonstrating Amazon's Leadership Principles within their role
Cape Town, ZAF

  • PREFERRED QUALIFICATIONS
  • Strong data mining skills, and experience working with Production Environment Metrics such as Forecasting, AHT, Shrinkage, Overtime and FTE)
  • Excellent planning, time and project management skills with the ability to deal with multiple demands on time and deal with ambiguity. Strong leadership skills with experience in managing global teams.

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