AWC CS Frontline Manager (FLM), AWS CS EMEA

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Customer Service team you will be at the forefront of this transformational technology assisting a global list of customers that are taking advantage of a growing set of services and features to run their mission-critical applications. AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help with account and billing related inquiries, and interface with AWS teams to provide the perspective of the Voice of the Customer. As an AWS CS Front Line Manager (FLM), you are responsible for ensuring that front line Technical Customer Service Specialists (TCSSs) are set up for success. You will lead your team to deliver results by establishing the right team structure to respond to customer needs, business goals, and operational/developmental objectives. You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing coaching and career development, and conducting frequent one-on-ones focused on improving customer satisfaction, monitoring real-time service levels, and serving as a point of contact for escalated contact resolution As an AWS Customer Service manager, you are accountable for creating and managing a high-performance team resulting in a world class customer experience. You will be able to translate vision and provides direction to achieve individual and team performance goals. You will significantly contribute to the success of AWS by strategically leveraging customer feedback, driving continuous improvement through contact reduction and building customer service support operations profile/site-wide. Key job responsibilities People Management Responsibilities: Leading a team of approximately 20 builders; responsible for overall direction, coordination, evaluation, and day-to-day delivery. • Attracting and hiring bar-raising talent; establishing customized on-boarding plans ensuring rapid exposure and skill development. • Communicating the team's mission, vision, and priorities; helping reports see how their work contributes to organizational goals and customer outcomes. • Facilitating career growth conversations, providing constructive feedback, aligning individual goals to areas of interest, and identifying mentors for employees. • Evaluating employees against role guidelines, participating in calibration, and providing fair performance assessments with clear documentation in regular 1:1s. • Setting clear performance expectations. When employees are not meeting expectations, documenting and communicating needed changes clearly and respectfully with appropriate timeframes. • Developing employees to grow within and out of role. Leading the promotion process when employees consistently demonstrate next-level performance. • Identifying and eliminating barriers to accuracy, productivity, and quality. Managing workforce scheduling and capacity planning. • Carrying out supervisory responsibilities in accordance with Amazon's policies and procedures. • Creating an inclusive team environment where every employee feels valued, trusted, connected, and informed. • Actively listening to team members and taking action on their input. Fostering harmony between work responsibilities and personal commitments. Business/ Operations Management Responsibilities • Leading the team to deliver results; ensuring team(s) are meeting SLAs and driving the right customer outcomes. • Auditing employee work to ensure high quality results. • Owning escalated customer contacts and leading efforts to satisfactory resolution. • Identifying risks with mitigation plans