Delivery Station Liaison Team Manager

The Delivery Station Liaison (DSL) team provides outstanding Customer Service from within the heart of Amazon's Delivery Stations. The team provides support to customers who have experienced a failed delivery and require an urgent reattempt, as well as reducing Customer effort by pre-emptively addressing delivery issues before the customer even knows there was a problem.

The DSL Team is looking for a full time Team Manager to support one of our regional teams. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and working with stakeholders to implement solutions.

Key job responsibilities

• Remotely lead a team of 17-25 DSL agents
• Analyse performance and metrics.
• Join Weekly Business Review calls with Group and Operations Managers to report on performance and share action plans where required.
• Coach agents to continuously improve performance
• Audit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions
• Engage with stakeholders from Amazon Logistics through reporting and regular calls.
• Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers
• Join regular process improvement (“Gemba”) calls with DSL agents and peers
• Travel to Delivery Stations to visit teams and build relationships as and when needed.