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Seller Support Team Manager

Souq.com, An Amazon Company
Cairo, Egypt
Posted 5 years ago
76People have clicked1 open position
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Job Description

DESCRIPTION

Seller Support provides Sellers with the support they need to be successful on the Amazon platform.

The Team Manager will be responsible for the co-ordination, leadership and operations of the Seller Support Teams in our newly opened site in Cairo. This position requires a candidate who has the ability to drive quality, productivity, and process improvements and keep pace with our growth whilst motivating others to meet the challenges of an extremely dynamic customer-focused and metrics driven environment.

The ideal candidate actively seeks to understand Amazon core business values and initiatives, and translate those into everyday practices. They will be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving skills with an unrelenting passion for excellent service to our Sellers. They will have a strong commitment to employee development (including an emphasis on selection and retention), as well as an exceptional level of dedication, motivation and intelligence. Strong communication skills as well as a strong technical and analytical aptitude.

Key responsibilities include:

  • To manage the performance of the team, developing and improving performance by coaching and counselling sessions to ensure metrics and quality targets are achieved.
  • Recognizing and rewarding the contribution of team members in a timely manner so that they are motivated and encouraged towards delivering excellence.
  • To ensure that performance management standards are met and that issues of underachievement or poor performance are addressed and documented in keeping with the company guidelines.
  • To provide great leadership on a day to day basis, supporting Senior Stakeholders, so that team members have a role model and a colleague to provide guidance towards continuous improvement
  • Demonstrated ability to put team priorities into a larger business context and make difficult tradeoffs caused by new or changed business goals and/or resource reductions.
  • To ensure communication meetings are held with the team in the form of daily ‘Huddles’ and regular team meetings.
  • The ability to interpret reporting and analysis to drive operational and seller solutions.
  • To provide additional support to Senior Stakeholders including briefing sessions and report analysis as necessary.
  • Ensure all operations functions are adequately covered at all times. Prepare relevant hand-overs during periods of absence.
  • To identify training needs and work with the Training Department in order to ensure delivery of regular, on-going training sessions
  • To maintain team headcount and when necessary interview new Associates using the company approved competency based interview format.
  • To effectively manage sick absence, lateness and attrition by using and following set company guidelines and procedures.  Proactively seek process improvements, implement Kaizen initiatives and identify and implement projects to improve business practices.
  • Create and implement best practices, policies and guidelines
  • To ensure that team performance reports are completed and distributed to relevant parties.
  • To handle and solve escalations and complaints as necessary and within the set company timescales.
  • To understand and analyze the departmental budget and ensure that team costs are managed and that the budget is maintained and on target
  • To attend performance review sessions with the Senior Stakeholders and peers to present and discuss performance of the team.

Job Requirements

BASIC QUALIFICATIONS

  • A natural leader, with the ability to build and drive productive teams.
  • Ability to communicate clearly both verbally and in written form.
  • A team player, ability to encourage others to perform.
  • Ability to work to deadlines.
  • Enthusiastic and energetic with an ability to manage change in a positive manner.
  • At Least 4 years’ Team Management experience
  • Advanced knowledge of Excel, strong presentation skills, and the ability to motivate and inspire large groups of people are a must.
  • Project Management experience.

PREFERRED QUALIFICATIONS

  • Fluent English is essential, with Arabic as an additional language desirable

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