Customer Service Team Manager (Italy DSL), Delivery Station Liaison Team Manager

Job description

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.

The applicable collective agreement for this role is CBA for employees of Telecommunication Sector. The position is classified at level 5 or above, depending on the candidate's skills, competences and experience.

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