Jobs in Egypt - SPS Service Delivery Manager at Amazon
SPS Service Delivery Manager at Amazon
Job Description:
· Daily and weekly operations and performance management
· Leading and completing daily/weekly/monthly performance reviews with the relevant partner to drive and influence achievement of operational goals
· Attending and participating in Quarterly Business Reviews with relevant partners
· Managing the partner forecast headcount and volume requirements process, in line with contractual requirements
· Supporting tactical day to day actions to achieve service level goals
· Auditing and validating partner associate engagement with the amazon brand
· Representation of the Partner network in internal business reviews
· Supporting and validating monthly payment processes and invoices
· Supporting the validation of risk and reward metrics for relevant payments
· Detailed reporting and metrics analysis, enabling a detailed review of all operational performance metrics, and follow through of corrective actions to manage any variations to plan
· Program and technical management
· Operations process standardization
· Sharing operational and quality best practices across the Amazon Seller Support network
Job Requirements:
Bachelor’s degree in business, economics, engineering or a related field
· Minimum of 5 years’ experience in a call center environment, preferably in outsourced operational leadership.
· In-depth knowledge of work force management systems and forecasting
· Quality and performance management of outsource partners
· Familiarity with an outsourcing environment
· Demonstrated success in people leadership
· Executive business presentations
· Strong business analytics and leadership skills
· Demonstrated negotiation skills of large, global contracts
· Advanced skills in Microsoft Excel, PowerPoint and Word
· Up to 30% domestic and international travel
· Fluency in English and one additional language, either French, Italian or Spanish are essential
PREFERRED QUALIFICATIONS
· Masters degree or equivalent experience
· 10 years+’ experience in a call center environment, preferably in outsourced operational leadership.
· Fluency in English and Arabic
To Apply:
https://www.amazon.jobs/en/jobs/969903/sps-service-delivery-manager
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