天津招聘

The Team Supervisor is accountable for creating a high performance culture that motivates associates to demonstrate levels of ownership, accountability and seller advocacy that enable the vision of a remarkable Seller experience. As a front line manager of 10-15 associates, the Team Supervisor will provide coaching, guidance, and mentorship to drive achievement of individual and team performance goals. The Team Supervisor is responsible for providing timely and efficient service to our Sellers by optimizing the productivity of team that results in a perfect Seller Interaction. Other responsibilities include interviewing, training, performance management and employee engagement.

The successful candidate will have a commitment to achieving excellence in the Associates and Seller experience, and therefore a strong record of customer focus, a passion for employee development and a keen interest in process improvement are key requirements for this role.

Summary of Responsibilities

• Manages performance and behavior of 20 Seller Support Associates through effective 1:1 meetings, coaching, and mentorship.

• Direct line management for the Seller Support Associate Advisor role.

• Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.

• Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.

• Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.

• Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.

• Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.

• Participates in daily Kaizen events to identify and implement process improvement change initiatives.

• Conducts Seller interaction audits and provide coaching to improve performance.

• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.

• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

• Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues and questions.

Basic qualifications

• Minimum of 2 years supervisory experience in a customer service environment, experience within a contact center preferred.
• Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
• Demonstrates ability to analyze data, using the data to drive decision making.
• Fosters a positive team environment and collaboration within the site.
• Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
• Demonstrates effective, clear and professional written and oral communication.
• Strong prioritization and time management skills, with a high degree of flexibility.
• Ability to embrace constant change with flexibility and good grace.
• Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
• Demonstrates effective communication, composure, and professional attitude.

Preferred qualifications

Solution focused, with passion for people leadership and a drive to nurture a culture of innovation reinforcing the value of the Amazon leadership principles. Excels at providing coaching and mentoring to others with a goal of achieving success. Advocate for Associate engagement, fostering teamwork and collaboration towards achieving team goals. The ideal candidate will have a demonstrated ability to lead by example, motivate others to excellence and insist on the highest standards around performance, behaviors, and Seller interactions.

亚马逊于 2004 年进入中国，秉承“顾客至尚”的理念，不断为中国用户创新。目前亚马逊在中国布局的核心战略业务包括以亚马逊海外购和亚马逊全球开店为中心的跨境电子商务，Kindle 电子书阅读器和电子书，亚马逊物流运营和亚马逊云计算服务（AWS）。

依托亚马逊全球15大站点、***的全球资源和跨境物流体系，亚马逊中国持续推进跨境电商战略。2014年， 亚马逊中国正式上线亚马逊海外购商店——亚马逊***本地化、多站点的全球商店，致力于打造中国消费者信赖的选购高品质海外正品的跨境网购首选站点。消费者用中文即可直接购买来自亚马逊美国、英国、日本、德国网站的 30 大 品类、逾 2000 万的海外正品。商品经由亚马逊全球物流体系从海外运营中心直送中国消费者。亚马逊 Prime 会员服务 于2016年10月在中国上线，是亚马逊全球***提供跨境订单全年无限次免费配送的会员服务。

亚马逊全球开店致力于帮助中国卖家发展出口业务、拓展全球市场、打造国际品牌。目前数以万计的中国卖家加入了该项目。包括亚马逊美国、加拿大、德国、英国、法国、意大利、西班牙、日本、墨西哥、澳大利亚、中东及印度在 内的 12 大海外站点已向中国卖家全面开放。中国卖家可将商品销售给亚马逊全球超过 3 亿的活跃用户，以及亚马逊美国、欧洲和日本的数百万企业与机构买家。

亚马逊在全球拥有 175 个运营中心，配备超过 10 万台 Kiva 智能机器人，可将商品配送至 185 个国家和地区。借助全球领先的物流交付能力，亚马逊中国为通过海外购进行跨境网购的中国消费者提供一流的跨境配送体验，并帮助中国卖家出口海外，拓展国际市场。

亚马逊中国致力于为中国消费者带来完善的阅读体验，点燃中国大众的阅读热情。2012年12月，Kindle中国电子书店正式上线，通过与数百家中国出版机构商和进口书商合作，目前为中国读者提供了超过 70 万册电子书。2013 年 6 月，Kindle 电子书阅读器进入中国市场，随后亚马逊陆续为中国消费者带来了 Kindle 电子书阅读器全系列产品，并与全球保持新品同步发售，Kindle Unlimited电子书包月服务与Prime 阅读等服务也相继推出。