Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Daily and weekly operations and performance management
- Leading and completing daily/weekly/monthly performance reviews with the relevant partner to drive and influence achievement of operational goals
- Attending and participating in Quarterly Business Reviews with relevant partners
- Managing the partner forecast headcount and volume requirements process, in line with contractual requirements
- Supporting tactical day to day actions to achieve service level goals
- Auditing and validating partner associate engagement with the amazon brand
- Representation of the Partner network in internal business reviews
- Supporting and validating monthly payment processes and invoices
- Supporting the validation of risk and reward metrics for relevant payments
- Detailed reporting and metrics analysis, enabling a detailed review of all operational performance metrics, and follow through of corrective actions to manage any variations to plan
- Program and technical management
- Operations process standardization
- Sharing operational and quality best practices across the Amazon Seller Support network
Job Requirements
Basic Qualifications:
- Bachelor's degree in business, economics, engineering or a related field
- Minimum of 5 years’ experience in a call center environment, preferably in outsourced operational leadership.
- In-depth knowledge of work force management systems and forecasting
- Quality and performance management of outsource partners
- Familiarity with an outsourcing environment
- Demonstrated success in people leadership
- Executive business presentations
- Strong business analytics and leadership skills
- Demonstrated negotiation skills of large, global contracts
- Advanced skills in Microsoft Excel, PowerPoint and Word
- Up to 30% domestic and international travel
- Fluency in English and one additional language, either French, Italian or Spanish are essential
PREFERRED QUALIFICATIONS
Basic Qualifications:
- Masters degree or equivalent experience
- 10years+’ experience in a call center environment, preferably in outsourced operational leadership.
- Fluency in English and Arabic