Amazon Bpo Jobs in Hyderabad

DESCRIPTION

Earth’s Most Customer Centric Company is seeking an experienced Associate Vendor Manager to join the Americas Outsourcing team

This position will drive operational excellence across a truly global network that deploys up to 25,000 Customer Service associates.

The successful candidate will draw from previous work experience in support delivery or contact center management and demonstrate the ability to build relationships, drive improvement, move quickly in a high-stakes, high-speed environment, and enjoys getting in the weeds on any and all issues.

The position will be based in India

The scope of responsibility includes partner success and performance management , compliance, coaching for performance, creating a Amazonian culture with partners.

As an Associate Vendor Manager, you will be responsible for driving operational excellence across our Customer Service vendor network, implementing new programs and collaborating with Amazon teams to positively impact customer experience.

This is a high-impact, high-visibility position that interacts with a broad group and requires a superior self-directed individual with strong attention to detail and great organizational skills.

The successful candidate will possess the ability to multitask, make smart and timely decisions with limited guidance, and react with appropriate levels of urgency to situations and events that require quick response or turnaround. He or she will be highly self-motivated with a strong sense of initiative and will possess the ability to anticipate needs. He or she demonstrates ability to think big and influence across all levels of an organization, possess strong business judgment and has a sincere passion and obsession for customers.

This is your chance to work hard, have fun, and make history!

Responsibilities include:

Operations Management
Effectively manage operations to the highest standard of customer obsession, solve escalations, drive continuous improvement and share best practices.

• Daily and weekly operations review and KPI management. Acts a liaison with the quality team to manage the performance of partner sites.
• Conduct root cause analysis and Operation process standardization
• Detailed reporting and metrics preparation using Excel. Ad-hoc operational reports, status updates on a need basis and contribute to the development of reporting systems
• Solve complex customer service issues and proactively prevent negative service trends.
• Escalates issues on a timely manner

Stakeholder Management
Build strong, trusted relationships with vendors and stakeholders across different levels of the organization: – Develop and maintain strong working relationships with employees at every level in the company and with external Customer Service vendors.

• Demonstrate a management style that encourages participation and ownership, along with a continuous focus on action and customer satisfaction.
• Conduct all business with the highest ethical and professional standards, representing Amazon brand at all times.

Program Management
Manage projects and change initiatives incl. new implementations and site launches:

• Deployment of new operations and/or services within the customer case support network.
• Sharing operational and quality best practice across the Amazon Customer Service network.
• Manage special projects and other responsibilities as assigned.
• Drive compliance with standards related to Operational Execution, Security and Infrastructure.

BASIC QUALIFICATIONS

• Bachelor’s degree
• 3-5 years of relevant experience
• Track record of taking ownership and driving results
• Technical and analytical aptitude
• Expert skills in Microsoft Excel and Word
• Significant international travel required (roughly 25%)

PREFERRED QUALIFICATIONS

• MBA or Advanced Degree
• COPC Coordinator Certification
• Lean/Six Sigma experience
• Demonstrated project management success
• Customer Service Operations / BPO experience

Amazon.com is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.