The Delivery Station Liaison (DSL) team provides outstanding Customer Service from within the heart of Amazon's Delivery Stations. The team provides support to customers who have experienced a failed delivery and require an urgent reattempt, as well as reducing Customer effort by pre-emptively addressing delivery issues before the customer even knows there was a problem.
The DE DSL Team is looking for a Team Manager to support one of our regional teams. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and working with stakeholders to implement solutions.
Key job responsibilities
Remotely lead a team of 17-25 DSL agents
Analyse performance and metrics. Join Weekly Business Review calls with Group and Operations Managers to report on performance and share action plans where required.
Coach agents to continuously improve performance
Audit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions
Engage with stakeholders from Amazon Logistics through reporting and regular calls. Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers
Join regular process improvement ("Gemba") calls with DSL agents and peers
Travel to Delivery Stations (approx. 25% of time) to visit teams and build relationships
BASIC QUALIFICATIONS Educated to Bachelor's Degree level or equivalent
2-3 years of leadership and people management experience
Demonstrable experience in analysing metrics and developing action plans based on outcomes
Prior usage of Microsoft Office including Excel using tools such as Pivot Tables and lookups
Proven ability to make and implement decisions
Proven ability to build and leverage relationships quickly
Strong communication skills
Fluent in German and English
Comfortable and willing to work in a diverse environment, contributing to a diverse and inclusive workspace
PREFERRED QUALIFICATIONS Experience leading teams remotely and in a customer-facing environment
Strong interest in hiring and developing people in their respective roles
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