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Customer Service

Customer Service Team Leader

Winchester, Kentucky
Requisition ID: 423242
Team Leads set the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions aimed to improve customer satisfaction, and focusing on associate career development. Additionally Team Leads monitor real time metrics, analyze team KPI/performance metrics, and associate behaviors while serving as leaders and as a point of contact for escalated contact resolution of a supervisory nature.
Overall responsibilities include:
· Excellent ability to solve customer service issues through front line agent management and demonstrate passion for delivering a positive customer experience.
· Developing and achieving team performance goals and objectives in order to achieve customer promise expectations while ensuring accuracy and quality.
· Lead and develop a team of up to 35 direct report associates. Responsible for the overall direction, coordination and evaluation of the team. Expected to be a subject matter expert for their teams.
· Carry out supervisory responsibilities in accordance with Amazon policies and procedures. Additional responsibilities will include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees up to termination; resolving conflicts.
Understanding and use of Customer Service and systems and understanding and control of department functions and procedures. Familiarity with general operations of a call center.

Basic Qualifications:
· Previous work experience which emphasizes strong communication and leadership skills
· Must be willing to work a flexible schedule; between the hours of 6AM - 12AM EST and rotating weekends
· Must be willing to relocate to Lexington, Kentucky (greater area)
- Two year degree

Preferred Qualifications
· Absolute passion for ensuring a great customer experience with every contact
· Experience leading teams, and motivating and driving an engaging environment
· Demonstrated mastery of tools including Windows 7, Microsoft Outlook, Firefox, Internet Explorer, website, competitor websites, Internet search engines
· Knowledge of Six Sigma/Lean Processes
· Able to work in an ambiguous, ‘internet-speed’ environment
· Demonstrated effective communication, composure, and professional attitude
· Ability and desire to relocate to take advantage of future growth opportunities
· Bachelor’s degree

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