Dls Manager, Manager (Mgr-L&D)

Minimum 5 years of managerial and contact center experience.
- Bachelor's degree or equivalent in a field such as Business Administration, Human Resources or related.
- 3+ years working at Amazon.
- Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
- Advanced level of Microsoft Package (especially Excel).
- Excellent verbal and written communication skills.
- Strong attention to detail and organizational skills.
- Project management leadership skills.
Job summary

Amazon's Disability and Leave Services (DLS) team in the Employee Services (ES) organization is building a best-in-class case management program to deliver leave of absence, disability and accommodation services to Amazon employees globally.
To support this growth globally, DLS is driving to redesign our processes and tools for service globalization and infinite scalability, requiring strong operational leadership to help us achieve this.
Position Responsibilities

Project Management and Communication:

- Developing team capabilities: This position will work at an individual and team level to develop HR and leadership skills, provide stretch opportunities to advance the team and provide career development opportunities for team members.
- Identifies customer impacting issues and implement solutions and process improvements to increase customer satisfaction.
Participates in cross-functional process improvement initiatives influencing site and country procedures with little or no guidance.
- Knows how to deal with ambiguity taking calculated risks at the moment of making decisions that are impactful to the operation.
- Assists in developing and implementing training programs to improve the quality and productivity of the teams.
- Drives continuous improvement processes/initiatives to enhance the operational efficiency of the site.
Understands and effectively utilizes resources provided by internal systems, departments, policies, and procedures.
Executes business goals.
- Creates business cases and manages enhancements.
Presents high quality data findings.
- Responds to escalations, providing root cause analysis and recommendations.
Develops remediation plan and drives to resolution with mínimal guidance from Manager.
- Subject matter expert in contact center environment involving Work Flow, training, finance, among other support teams.
- Possess high capacity and planning knowledge.
Forecast and recruiting skills.
People Management:

- Leads and develops work teams; responsible for the overall direction, performance management, coordination and evaluation of the teams.
Manages and ensures high service delivery and execution.
- Achieves performance goals and objectives in line with the network wide vision and goals.
Has the ability of dealing with conflict despite personal comfort.
- Communicates policies to the team and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
- Carries out supervisory responsibilities in accordance with Amazon's policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; and effective conflict resolution.
- Creates a safe, trusting environment for communication based on open dialogue; encourage team members to express views.
- Represents Amazon's Leadership Principles at all times.
Subject Matter Expertise:

- Acts as a Subject Matter Expert for customers, team and vendors.
General understanding of ES workload and priorities.
- Knows and works with outside sources to develop interpretations and solutions for complex issues.
- Performs audits of team's work, providing coaching and feedback to support ongoing performance improvement.
Assists in developing and approving performance guidelines
- Advocates for ES.
Skills Required:

- Ability to support customers and provide solutions to customer pain points.
- Ability to handle complex and ambiguous scenarios.
- Ability to organize, prioritize and schedule work assignments.
- Ability to coach for success and deal with performance management
- Ability to work with virtual teams across multiple geographies to achieve service goals.
- Ability to make administrative and procedural decisions.
- Proven ability to manage reporting and analysis.
- Capacity Planning and forecasting knowledge.
- Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations.
- Ability to effectively and efficiently complete difficult goals or assignments.
- Can adapt well to changing circumstances, direction, and strategy.
- Strong interpersonal and communication skills.
- Proven skills in data manipulation and analysis.
- Proven 2 - 3 years of experience supervising managers.
- Ability to handle projects using the Project Management principles and methodolog