Customer Service Site Lead


The Site Leader is responsible for overall leadership and operations of the customer service (CS) center as well as director of the board and employer for the local legal entity with all related responsibilities. In this role, you will set the vision and direction for our Rabat (Morocco) CS site. You will lead a large team of associates and managers to improve the customer experience, increase productivity and maintain service levels.
Lead and manage a team of 1-3 Operations Managers
Maintain required staffing levels to drive network service levels and ensure high quality and productivity for the Consumer organization in Morocco
Develop and achieve performance goals and objectives in order to constantly improve customer experience
Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments
Manage the career growth and development of the Operations Management team by driving focus on Amazon’s Core Values and Leadership Principles
Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model
Successfully manage employee relationship and, whenever needed, liaise with labor unions and/or employee representatives to the best interest of all involved parties
Partner with Global Real Estate & Facilities to ensure the highest standard for all in-country facilities
Continually measure and evaluate all work processes
Develops and drives strategies and programs which improve the competitive position and profitability of the site and organization at large
Participates in business leadership meetings
Basic Qualifications
Degree or equivalent experience in Customer Service, Retail, Operations, Supply Chain or related field
Experience managing large organizations (200+), ideally in CS
Strong commitment to leadership, employee development, a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation and emotional intelligence
Strong oral and written communication skills both in French and English, as well as a strong technical and analytical aptitude
Proficient with Excel and able to run data analysis and dive deep effectively
Preferred Qualifications
Experience managing large organizations (500+), ideally in CS
Six Sigma Green or Black Belt


  • Titre d'emploi: Customer Service Site Lead
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