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Job Description
- Manage all day to day operations at our Cairo contact center, achieving performance goals while creating a positive, supportive Amazon culture that nurtures high performance and strong employee engagement.
- Collaborate with internal partners to build input-focused operating plans for achievement of key performance goals.
- Build working culture where accountability, transparency, and collaboration are the norm, and where data-based deep dives into root causes of defects is a standard operating practice
- Fosters a work environment that is respectful of all cultures and is accepting of a diverse workforce.
- Advocate for improvements to systems and processes that will benefit associates and/or sellers
- Implement bar-raising programs aimed at hiring and developing top talent and build career development roadmap for site leadership
- Inspire front line teams to go beyond the standard “call of duty” to find creative solutions for our sellers issues; encourage risk-taking and advocacy on behalf of sellers
- Create closed-loop feedback processes where associates are encouraged to be active participants in identifying opportunities for improvements to seller experience, workplace conditions, and internal tools.
- Work with finance team to develop and manage to annual expense budget
- Build collaborative relationships with leaders in other departments
- Focus and deliverables in first 12 months:
- Achieve site-wide goals in performance metrics including first-contact resolution, re-open rates, and quality.
- Build a high performing Cairo management team
- Build partnerships with internal and external teams to collaborate and drive measurable improvements in areas that cause Seller pain and associate frustration.
- Improve the experience of the Cairo associates as measured by improvements in attrition and associate engagement surveys.
Job Requirements
BASIC QUALIFICATIONS
- Minimum of 10+ years of people management and operations leadership experience, including 4+ years in a senior management role in a fast paced, contact center environment.
- Proven track record of leading large operational teams to high levels of performance and developing future leaders.
- Highly analytical and data-oriented; comfortable making data-based decisions.
- Excellent follow-up skills and attention to detail.
- Superior written and verbal communication skills.
- Strong interpersonal skills, able to interact effectively and build relationships with people at all levels of the organization.
- Positive change agent in a constantly changing and growing operational environment
- Able to thrive in a global organization, advocating for local site while effectively liaising and supporting regional and global stakeholders.
- Highly adaptable and flexible.
- Strong orientation to developing and promoting standard processes and procedures.
- Bachelor's degree is required.
- This role will require some travel within the EU and occasional international travel.
PREFERRED QUALIFICATIONS
- Master's Degree in Business desirable
- Prior experience in a global multi-national corporation preferred.
- Prior experience in operational startups highly desirable.
- Understanding of project management, Lean and Six Sigma.
