Site Leader Customer Service

2 days ago

Cape Town, South Africa Amazon Dev Centre South Africa Full time

Basic Qualifications and business experience
- A completed Bachelor’s Degree from an accredited university in operations, or a related field, is required or 2+ years Amazon experience
- 10+ years direct management experience in leading large teams/operations, including a salaried/hourly workforce, in a contact centre, manufacturing, production or distribution environment
- Experience with performance metrics and process improvement
- Experience with the full staffing lifecycle, including interviewing, hiring, performance management, promotions and terminations
- A keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.
- Demonstrated familiarity with general principles of workflow in an inbound contact centre, and current technologies to help manage that workflow.
- Must possess exceptional analytical capabilities.
- Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required.

Job summary
The Senior Site Leader, Operations provides end to end leadership for the Operations management team of either a large single or multiple site(s). This person will be in a senior-level management role and will be responsible for setting high standards and goals for the building(s), plus accountable that these standards and goals are achieved. This position requires a results-oriented, high-energy, dynamic individual with both stamina and mental quickness to be able to work and thrive in a fast-paced, high-growth environment.

Our Site Leaders are responsible for all safety, budgetary, people development and operations objectives for the site, which operates 24/7. Responsibilities include managing and leading a team of Operations Managers, coaching and mentoring the team to ensure performance objectives are met, building positive employee relations and building leadership bench strength within their site(s).

Key job responsibilities
The Sr. Site Leader is responsible for overseeing all activities at the site(s)including overall leadership and direction for the site, operations to attain operating goals at levels which meet customers’ needs and established financial benchmarks. The incumbent has the responsibility for a deep cross-functional business understanding with a long-term industry wide strategic context for all decision-making and understanding how to improve the position of the site and the organization for success. Develops and drives strategies and programs which improve the competitive position of the site and customer services.

This role is accountable for creating/developing quality and process change initiatives to enable their functional area and ultimately the site(s) to meet and exceed customer demands. The incumbent takes proactive steps to ensure that best practices are shared across all departments, shifts and among the network. During the creation and implementation of such changes, the Sr. Site Leader ensures all managers are engaged.

The Sr. Site Leader is responsible for the overall safety, quality, performance and customer experience of the operation. They will deal with the complexity of multiple lines of business and regions. They work closely with support functions (HR, Finance, IT, Facilities, Safety, and other Site Leaders/General Managers) to build and secure support and resources for projects and initiatives, as well as providing needed support and resources for other network initiatives.

The incumbent acts as the thought leader for Customer Services and demonstrates Amazon’s core values and Leadership Principles in leading the site/s. The Sr. Site Leader sets and clarify requirements, measures performance, provides feedback, and holds managers accountable for their performance and the performance of the site for Operations Managers. Demonstrates flexibility in work hours based on business need and able to work through-out the Amazon peak periods of July and December annually and will be expected to travel internationally as and when required.

Advanced degree/Master’s degree from an accredited university

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