SPS Supervisor

Are you passionate about improving the quality of seller experience? Do you thrive in a fast-paced environment in which you have the opportunity to influence change? Would you like to enable change that drives business growth while protecting Amazon’s Selling Partner experience?
The Selling Partner Support (SPS) organization in Amazon provides world-class support to our global Selling Partners, and is looking for a SPS Supervisor in our VCC location.
· Candidate should work remotely from Mumbai/Pune location and should fulfill VCC terms and conditions.
· Candidate should be willing to work in a 24*7 kind of work environment and should be flexible to do night shifts and weekend’s working.
· Manages performance of 25-30 Amazon Associates through effective 1:1 meetings, coaching, and mentor ship in the VCC Environment.
· Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
· Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
· Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.
· Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
· Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.
· Participates in Kaizen events to identify and implement process improvement change initiatives.
· Conducts Seller interaction audits and provides coaching to improve performance.
· Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
· Demonstrates good time-management skills and the ability to work independently while using departmental resources, policies and procedures and Liaises with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.
We are open to hiring candidates to work out of one of the following locations:
Virtual Location - MH
- 2+ years of team management experience
- Experience analyzing data and best practices to assess performance drivers
- Experience conducting seller interaction audits and providing coaching to improve performance
- Must be CIP Graduate from Sp-Support team
- Experience reviewing and analyzing performance metrics to identify areas of opportunity that will drive performance improvement
- Experience participating in daily Kaizen events to identify and implement process improvement change initiatives