Description

An Amazon.com TAM Supervisor holds a management position responsible for ensuring standards for productivity and quality assurance are met.  A TAM Supervisor sets the vision, direction, and culture of his/her team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, and frequent one-on-ones that focus on improving seller satisfaction, monitoring real time service levels and schedule adherence, and serving as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature. 

A TAM Supervisor effectively manages escalations of complex problems from TAM Associates and identifies, evaluates, reports technical and/or operational problems and manages time and workflow independently and effectively including appropriate delegation.  A TAM Supervisor manages special projects related to TAM and communicates project status and results to TAM Management worldwide. 

Summary of Responsibilities

 - Responsible for team performance through training, coaching, and process improvement.

 - Responsible for maintaining operational service levels across the global TAM network.

 - Finds and designs new efficiencies that result in cost savings.

 - Finds solutions to technical problems that involve new technology, simplify, and create

   closed loop systems.

 - Works to build and maintain seller trust and a positive seller experience.

 - Manages workflow, develops and maintains staff scheduling and capacity planning.

 - Demonstrates knowledge and use of departmental resources, policies, and procedures.

 - Organizes, prioritizes and schedules work assignements to meet business need.

 - Perform ambiguous taks without guidance and support and has the ability to suggest

   actions without having all the information.

 - Adapts well to changing circumstances, direction, and strategy.

 - Provides effective advice and counsels on strategic communication issues while

   excercising effective judgment.

 - Maintains composure in critical situations and communicate clearly with both internal and

   external customers.

 - Reviews policy process via computer-based database as necessary to provide written

   and/or oral answers or solutions to customers.

 - Demonstrates excellent documentation skills.

Qualifications

 - High School Diploma or equivalent required along with 2 – 4 years managerial or supervisory

   experience in a customer service, technical support, or contact center environment

   required.

 - BA/BS degree or higher strongly preferred.

 - Demonstrated team building skills within own team or across other teams.

 - Demonstrated ability to develop, direct, and manage a group of individuals including

   managing career growth and development of leadership teams.

 - Demonstrated skill in developing and implementing new strategies and procedures.

 - Demonstrated ability to devise and communicate administrative and procedural decisions.

 - Versed in employee development and performance management skills and strategies

    including performance reviews, goal setting, and providing feedback.

 - Ability to develop, plan, and implement short and long range goals.

 - Proven ability to manage reporting and analysis.

 - Ability to effectively and efficiently complete difficult goals and/or assignments.

 - Ability to foster a cooperative environment and to work in a collegial fashion with peers in

   other organizational units.