Team Manager – ACCS GCC

Team Manager – ACCS GCC

Amazon Web Services (AWS)
6-9 years
Not Specified

Job Description


DESCRIPTION
DESCRIPTION
Love data as much as we do Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions Do you like to innovate and simplify Want to influence at Amazon We have the career for you.
The ACCS Planning organization owns the end-to-end workforce planning and execution of Amazon's candidate service network. Our forecasting, headcount planning, scheduling, and real-time management solutions are responsible for numerous daily decisions needed to provide efficient and frustration-free support to candidates willing to work for Amazon. We are looking for people to fix the issues impacting candidate experience in real time and plan, implement/improve the new/existing processes & tools with a focus on standardization and automation of real time management processes.
ACCS-GCC is the global command center for Amazon WFS CS with core responsibility of real time service level management (candidate experience) and occupancy management (cost). In addition to the core responsibility outlined above, GCC is also responsible for incident management to mitigate risk to candidate experience. With a view on continuous improvement, GCC also drives multiple projects aimed at standardization & automation of real time management processes.
We are seeking a motivated individual with a strong planning and operations background, a passion for customers, exceptional communication skills and a logical mindset with a supreme attention to detail.
Business/Team Introduction
The Amazon Global Workforce Staffing (WFS) Organization is a critical element in bringing on talent to deliver our customer experience around the globe. Our team hires over 700k hourly associates annually and is growing to more than 1M in the next 24 months WFS is performing an historic and unprecedented task to bring new people to work for Amazon Operations.
The Amazon's Candidate Connection Services (ACCS) team is one branch of WFS which provides email, chat and phone support to candidates applying for jobs with Amazon. This customer service for candidates removes technical barriers in the hiring process, relieving local HR and Staffing teams from providing Tier 1 candidate support. Candidate Services standardizes candidate messaging and collects actionable data on candidate issues.
JOB RESPONSIBILITIES
. Continuously monitor the real time network performance and take actions to mitigate any risk to metrics and candidate and ACCS associate experience.
. Support the GCC team in day-to-day operation by maintaining constant communication with site operations, vendors, senior leadership, technology teams and other internal clients on status of real time metrics and candidate experience.
. Manage high severity incidents by running conference calls with different teams to mitigate risks to metrics, candidate experience and associate experience.
. Define and scope projects by working closely with internal teams and their clients to understand their needs and priorities.
. Plan and execute the identified projects by working with various teams.
. Comfortable in writing daily business review documents and preparing reports for senior leadership.
. Dive deep into data/process, identify problems and identify possible solution.
As Manager:
. Lead a team of GCC specialist and support worldwide network of business units, and operational centers.
. Provides regular coaching and feedback to direct reports to help grow functional skills and leadership capability.
. Demonstrates understanding of performance and leadership bar and effectively applies to hiring decisions.
. Understands and communicates the department's vision to team members.
. Sets clear expectations and builds robust launch plans for new team members.
. Understands team members engagement and motivation, works to retain high performers.
. Sets objectives with team members that enable achievement of department and functional goals with help of ACCS Planning leader.
. Assesses behaviors and coaches team members on demonstrating Amazon's Leadership Principles within their role.
BASIC QUALIFICATIONS
. Bachelor's degree with good academic record.
. 6+ years of WFM, Command Center, Operations and Project Management experience with 2+ years of people management experience.
. Demonstrated ability to work in a team and assist team members on complex issues.
. Ability to communicate findings and concepts to Senior Leadership.
. Ability to dive deep, data interpretation, logical reasoning and analytical skill set.
. Proficient in MS Excel, SQL and working on databases (good to have).
. Flexibility to work in a 24x7 environment.
. Ability to meet deadlines, prioritize workloads, develop new ideas and creative solutions to very ambiguous problems.
. Excellent communication skills (verbal and written).
. Ability to work successfully in a dynamic, fast-paced environmen
PREFERRED QUALIFICATIONS
. Enjoys driving projects and initiatives forward, finds a way to get to 'Yes'.
. Experience of setting up Command center and understanding of eWFM tools.
. SQL, VBA or any other programming language.
. Ability to set high bar goals for the team and guide them towards achieving the same.
. Natural curiosity and desire to learn.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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