The Delivery Station Liaison (DSL) team advocates for Customers 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 proactively addressing delivery issues before the customer even knows there was a problem. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations and goals, maintaining a 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 15-30 DSL agents.
- Travel to Delivery Stations depending on the business needs (a minimum of three visits per month) to visit teams and build relationships.
- Analyse performance metrics and drive performance improvements.
- Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers.
- 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.
- Join regular process improvement calls with DSL agents and peers.
- Drive DSL agent engagement
- Educated to Bachelor’s Degree level Leadership and people management experience.
- Demonstrable experience in analyzing metrics and developing action plans based on outcomes.
- Proven ability to make and implement decisions.
- Experience demonstrating leadership and people management in Customer Service or customer facing roles
- Work a flexible schedule including weekends, nights, and holidays
- Ability to self-learn in a fast paced environment
- Adaptability towards change
- Prior usage of Microsoft Office including Excel using tools such as Pivot Tables and lookups.
- Fluent in English.
- 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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