Contact centre team lead with German

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and vendors/sellers around the world.
The DE VCM Team Supervisor is accountable for creating a high performance culture that motivates associates to demonstrate levels of ownership, accountability and vendor/seller advocacy that enable the vision of a remarkable Vendor/Seller experience. As a front line manager of 10-15 associates, the Team Supervisor will provide coaching, guidance, and mentorship to drive achievement of individual and team performance goals. The DE VCM Team Supervisor is responsible for providing timely and efficient service to our Vendors/Sellers by optimizing the productivity of team that results in a perfect Vendor/Seller Interaction. Other responsibilities include interviewing, training, performance management and employee engagement.

The successful candidate will have a commitment to achieving excellence in the Associates and Vendor/Seller experience, and therefore a strong record of customer focus, a passion for employee development and a keen interest in process improvement are key requirements for this role.

Summary of Responsibilities

· Manages performance and behavior of 12-15 Seller Support DE VCM Associates through effective 1:1 meetings, coaching, and mentorship.
· Direct line management for the DE VCM Seller Support Associate Advisor role
· Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
· Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
· Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Vendor/Seller experience.
· Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
· Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.
· Participates in daily Kaizen events to identify and implement process improvement change initiatives.
· Conducts Vendor/Seller interaction audits and provide coaching to improve performance.
· Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
· Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
· Liaise with other departments such as Customer Service, Retail, Merchant Investigations, or Payments teams as required to resolve Vendor's/Seller’s issues and questions.
· Ability to work shifts

Basic qualifications
Solution focused, with passion for people leadership and a drive to nurture a culture of innovation reinforcing the value of the Amazon leadership principles. Excels at providing coaching and mentoring to others with a goal of achieving success. Advocate for DE VCM Associate engagement, fostering teamwork and collaboration towards achieving team goals. The ideal candidate will have a demonstrated ability to lead by example, motivate others to excellence and insist on the highest standards around performance, behaviors, and Vendor/Seller interactions.
Education, Experience and Skills
Language: German (additional English is a big plus)

Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment especially in the DE VCM space.
Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
Demonstrates ability to analyze data, using the data to drive decision making.
Fosters a positive team environment and collaboration within the site.
Easily approachable, cooperative, and a team player, easily gains the trust and support of DE VCM Associates and peers.
Demonstrates effective, clear and professional written and oral communication.
Strong prioritization and time management skills, with a high degree of flexibility.
Ability to embrace constant change with flexibility and good grace.
Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
Demonstrates effective communication, composure, and professional attitude.

Education: High School Qualification required

High level of customer orientation
Minimum of 1 year supervisory or advisory experience in a customer service environment, experience within a contact center preferred.
Demonstrates effective, clear and professional written and oral communication
Enthusiasm and strong self-motivation
Demonstrates effective communication, composure, and professional attitude

Please submit your CV in English.