Amazon Maroc recrute Plusieurs Profils 2021:
Amazon.com, Inc., often referred to as simply Amazon, is an American electronic commerce and cloud computing company with headquarters in Seattle, Washington. It is the largest Internet-based retailer in the United States

Amazon Maroc recrute Plusieurs Profils 2021 :

Collaborateurs du Support Technique sur Site

Type du contrat: Contrat à durée déterminée – CDD.

Lieu: Rabat

Est-ce qu’avoir des horaires flexibles et travailler les soirs ou week-ends vous convient? Alors continuez de lire car nous avons un poste pour vous!

Le support technique est un élément essentiel de la mission d’Amazon qui consiste à fournir un service client rapide, précis et professionnel.

En tant que collaborateur du Support Technique, votre mission sera de fournir un support client et un support technique exceptionnel aux clients d’Amazon en relation directe avec les appareils et les plates-formes numériques.

Si vous aimez partager vos connaissances techniques et résoudre des problèmes, êtes passionné(e)s par les technologies, et vous souhaitez aider à améliorer les compétences techniques de vos collaborateurs tout en adoptant un ton amical, c’est le travail qui vous convient!

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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.

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Team Manager – Virtual Customer Service (VCS)

***Please note this position is a home based role in Morocco***

Amazon Maroc recrute 2021 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

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Customer Service Team Manager (Fluent French and English Required)

Amazon Maroc recrute 2021 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, …)

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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