Amazon Maroc recrute Plusieurs Profils 2021
Amazon a la volonté d’être l’entreprise la plus proche de ses clients au monde, où chacun doit pouvoir trouver ce qu’il souhaite acheter en ligne. En donnant aux clients plus que ce qu’ils veulent – des prix bas, un vaste choix de produits – Amazon continue de croître et d’évoluer en tant que site e-commerce International.
Fondé par Jeff Bezos, le site Amazon.com a été lancé en 1995 pour être le lieu où les amateurs de livres pouvaient vivre une expérience unique. Bezos était persuadé que seul Internet pouvait offrir à ses clients le confort de parcourir une sélection de millions de titres de livres en une seule fois. Lors de ses 30 premiers jours d’activité, Amazon a reçu des commandes provenant de 45 pays tous expédiés depuis son usine dans la région de Seattle.
L’évolution d’Amazon, de simple site Internet à véritable plateforme de développement en passant par partenaire e-commerce, est régie par l’esprit d’innovation qui fait partie de l’ADN de l’entreprise. Les personnes les plus brillantes et expérimentées viennent chez Amazon pour rechercher, innover et développer des technologies permettant d’améliorer l’expérience des acheteurs et vendeurs du monde entier.
Quality Assurance Specialist
The quality specialist will be responsible for the co-ordination, leadership and operations of the OE FR audit team. This position requires a candidate who has the ability to drive quality, productivity, and process improvements and keep pace with our growth whilst motivating others to meet the challenges of an extremely dynamic customer-focused and metrics driven environment.
Key Responsibilities:
- Lead a team of five support operations analysts.
- Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.
- Provide individual coaching feedback sessions, and weekly one-on-ones to the team that focus on improving customer satisfaction.
- Work with EU stakeholders and requesters to determine problem statements and approaches.
- Serve as a leader and point of contact for complex problems.
- Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other Change / Kaizen initiatives as required.
- People management i.e. appraisal, training and mentoring talent to grow within organization & control attrition
- Ensures employees growth & development, set priority, drive motivation & engagement for employees
Basic Qualifications:
- Experience managing a team
- Experience in Data mining / Data Analysis
- Leadership Experience
- +2 years of professional experience in customer service.
- Intermediate Excel knowledge (Data Entry, VLOOKUPS, PIVOTS, Basic Formulas).
- Proficiency in English language both oral and written
- Good communication skills
Preferred Qualifications:
- Ability to identify abnormalities/variations.
- Experience and knowledge in Amazon.fr.
- Ability to identify trends.
- Continuous improvement/kaizen experience/Project management
- Excel experience/ reporting experience recommended.
- Previous quality improvement experience is preferred.
- CSInsight Knowledge.
- SQL Knowledge.
- Degree in Engineering, Statistics, Computer Science, Mathematics or related field.
Team Manager – Virtual Customer Service (VCS)
***Please note this position is a home based role in Morocco***
Amazon is looking for a Customer Service Team Manager for our Virtual Customer Service in Morocco supporting the French network,who will lead and support a team of 15-22 Customer Service Associates who are working remotely (Home Office required).
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. The role expects your employees to be your exclusive focus and you will be tasked with supporting your employees and removing any barriers that prevent them from demonstrating the Amazon Customer Service Contact Tenets (ground rules) on every single customer contact.
Basic Qualifications:
- Two years experience in leading employees
- University degree
- Fluent in French in written and oral communication
- Good skills in English written and oral communication
- Proficiency in Microsoft Excel
- ADSL/Fiber Internet connection with 12Mbit/s or faster
- Separate, lockable working room
- Ability to travel regionally to attend Site events and meetings at least once a month.
Leadership:
- Strong listening skills
- Maintains a high level of professionalism and approach-ability
- Positive communicator who also can lead tough conversations
- Ability to confidently facilitate team discussions and communicate business messages
- Experience in coaching and leading employees
- Understanding of and practical experience in effective coaching techniques
- Ability to continually 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
Delivering Service:
- Role model for contact handling skills
- Ability to review contacts to identify WOW moments, examples for excellent Customer Service and opportunities to support associates with coaching
Deliver Results:
- Excellent time management, organizational talent and presentation skills
- Ability to deal with constant change positively and maintain high motivation
- Drives team engagement and actions through internal survey results and insights
- Helps associates understand the performance bar and supports them to reach it
- Completes tasks on time to a high quality standard
Preferred Qualifications:
- Knowledge of Process Improvement approaches (Lean, Six Sigma, …)
- Basic technical knowledge to handle Internet or computer issues remotely
- Experience in leading teams in a virtual environment
- Fluent in English in written and oral communication
Customer Service Team Manager (Fluent French and English Required)
Amazon is looking for a Customer Service Team Manager who will lead and support a team of Customer Service Associates based in Rabat.
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. The role expects your people to be your exclusive focus and you will be tasked with supporting you people and removing any barriers that prevent them from demonstrating the Amazon Customer Service Contact Tenets on every contact.
Basic Qualifications:
- Degree qualified
- Relevant experience in direct people management.
- Fluency in French & English languages (written and oral)
- Microsoft Excel
- Maintains a high level of professionalism and approach-ability
- 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
- Excellent time management, organizational talent and presentation skills.
- Can deal with constant change positively and maintain high motivation
- Drives team engagement and actions through internal survey results and insights.
- Helps associates understand the performance bar and supports them to reach it
- Completes tasks on time to a high quality standards
Preferred Qualifications
- Knowledge of Process Improvement approaches (Lean, Six Sigma, …)
EU Workflow Analyst
Missions:
-Create and accurately maintain CSA shift schedules ensuring that shifts are
optimally planned to meet the sites short term forecast requirements and SLs
(Service Levels)
-Monitoring actual staffing levels against plan and taking the relevant
corrective actions as required like OT (Over Time) calls, Cross skill
support, shrinkage, shift changes to improve service levels
-Effectively plan and monitor CSA adherence to assigned schedule
-Effectively plan non-productive activities
-Monitor adherence to AHT (Average Handling Time), AUX (non-productive time
limits) and CSA productivity and escalate any areas for development or
recognition
-Maintain CSA skill matrix for the site, Management of CSA profiles in the
ACD (Automated Call Distribution) system, Seating and Transportation Plan
for site and skills
-Connect and network with all relevant stake-holders, including but not
limited to operations management, process improvement/quality assurance/customer
experience/delivery experience teams
-Work in partnership with the Capacity Planning team to build strong
relationships and drive consistency, and automation of the process.
-Support Workflow Manager and Operations manager by maintaining accurate
records of planned and required headcount in each of the skills/OU/Mediums
week over week. Keeps track of skills wise movements and Attrition to
support Workflow Manager and Operations manager in making decisions about
internal movements/Job postings and Hiring plan.
-Responsible for Automating and maintaining reports to be used in reporting
on service level misses. Also, automates tool that will enable completion of
root cause analysis and production of corrective action plans for SL misses
-Develop self-service solutions for Workflow’s primary stakeholders to
reduce administrative overhead and increase time for value-adding activities,
making the whole team more scalable and fit for future challenges.
Please submit your application in English.
Profil:
-Fluent (oral and written) in English
-Bachelor’s degree in a relevant field or equivalent experiences
-Experience in planning, time and project management with the ability to
deal with multiple demands on time and deal with ambiguity
-Advanced analytical skills and should provide analysis support on project
and new initiatives
-Innovative and creative in finding solutions/ designing improved methods,
systems and processes
-High attention to detail and ability to deep dive, identify root causes of
variances; further execute solutions once identified
-Ability to provide sound advice and effective communication with
stakeholders, should have interest and ability to work on cross-departmental
process-improvement initiatives and projects
-Understanding of workforce management programs
-Expert in Excel
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