ERC Team Manager

Responsibilities:
• Creates business cases and manages enhancements. Presents high quality data findings and identifies needs and creates and distributes standard communications.
• Maintains departmental content in all channels. With manager oversight, develops and implements communication plans.
• Assist in developing and implementing training programs to improve the quality and productivity of the team.
• Collaborating with the LT to discuss trends (hits and misses) for each month.
• Investigates discrepancies, finds and implements solutions.
• Coordinating with the POD leaders on team performance on a monthly basis.
• Communicating policies to Associates and becoming 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.
• Analyzing overall performance along with POD leaders and building action plans for improvement or for sustaining improvement.
• Coordinate with the recruiting team on hiring and updates.
• Responds to escalations, providing root cause analysis and recommendations. Develops remediation plans and drives to a resolution with minimal guidance from their Manager.
• Leading and developing a team of 10 or more Associates and Specialists; responsible for the overall direction, performance management, coordination and evaluation of the team. Managing the team to ensure high service delivery and execution.
• Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
• Achieve performance goals and objectives in line with the network wide vision and goals.
• Actively participate in and drive a continuous improvement culture. Identifying and eliminating barriers to accuracy, productivity, and quality.
• Identifying projects for continuous improvement.
• Conducting performance reviews for team members.
• Identifying customer impacting issues, working out and implementing solutions and process improvements to increase the customer satisfaction rate. Participate in cross-functional process improvement initiatives.
• Carry out supervisory responsibilities in accordance with Amazon policies and procedures; additional responsibilities include: interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.