Description Amazon Customer Service is looking to hire Customer Service Team Managers with a business fluency in Turkish and English. The number one priority for this role is to support the associates who will directly report to you. In this role you will be responsible for the coaching, development, performance and engagement of your associates. You will be tasked with supporting you people and removing any barriers that prevent them from demonstrating the Amazon CS Contact Tenets on every contact. The ideal Team Manager understands that supporting their people is the most critical role they perform, to achieve this they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them and invest time in developing them. They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service. You will be responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success. As a single threaded leader you will take care of all elements of your associates’ satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on emerging issues. This role is expected to have shifts starting from 9am -10pm TRT. Candidate is expected to have flexibility to cover 10 hours shift any time between 9am-10pm TRT Key job responsibilities Leading a team of Customer Service Agents. Meeting with the associates regularly and conducting 1:1s for performance and career development purposes. Promoting a positive team environment. Demonstrating effective communication and cooperation amongst management and peers to manage team workload and morale. Conducting performance improvement efforts by coaching, using metrics to identify needs, and implementing short and long term action plans to guide progress. Actively seeking solutions and providing trends & feedback to the Group Manager or Operations. Managers to drive technology and operational improvements; interface effectively with internal teams. Serving as a role model by displaying good judgment, positive work ethic, strong interpersonal skills, adherence to policies, and demonstrating a commitment to excellent customer service. Demonstrating an appropriate sense of urgency for email response times and phone service levels. Accountable for service level agreements for self and team. Managing and maintaining payroll and schedule adherence in payroll system. Performing all other duties and special projects as assigned. Basic Qualifications Degree qualified. Fluent in Turkish and English. Experience in managing people and coaching. Ability to work flexible shifts that can occur Monday to Sunday. Preferred Qualifications - Kaizen and/or Gemba experience a nice to have - Proficiency in any additional languages. - Can confidently facilitate team discussions and communicate business messages - Experience in coaching and leading employees - Understanding of and practical experience in effective coaching techniques - Can support employees through individual development plans - Confidence to interview applicants and demonstrate understanding of the performance and leadership bar to effectively apply it on hiring decisions - Role model for contact handling skills. Is able to review contacts to identify WOW moments, examples for excellent Customer Service and opportunities to support associates with coaching Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.