Manager-I-TRON

Job description

DESCRIPTION

The TRON team is an initiative which partners with the Amazon Robotics team to remotely handle exceptions in the Fulfillment Centers in North America. Our strategy is to employ a human-as-sensor model and allow humans to perform just those portions of a task that require higher order cognitive ability. TRON is a part of Quality Support team which remotely monitors the amazon warehouses.

The inputs from the TRON operators are being used by the AR team in improving the back end stow defect identification algorithm using artificial intelligence. This is expected to improve the algorithm's accuracy to more than 90% thereby resulting in only 10% of the stow jobs being sent to the TRON operators.

As a front line Manager of 20-25 associates, the Manager will provide coaching, guidance, and mentorship to drive achievement of individual and team performance goals. Other responsibilities include interviewing, training, performance management and employee engagement.

Job Description Responsibilities include, but are not limited to:

· Lead and motivate a team of 20-25 associates through 1:1s, behavioral and customer‑handling coaching and individual development plans; develop talent and manage team performance in order to meet and exceed customer satisfaction goals
· 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.
· Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.
· Represent the Voice of the Customer during Gemba walks, participate in Kaizen events and other continuous improvement initiatives in order to escalate systemic problems
· Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
· Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
. Fluent English skills are required for this role.

Desired profile

BASIC QUALIFICATIONS

· Graduate in any discipline.
· 5+ years' work experience with 2-3 years People Management experience required
· 24/7/365 availability, including willingness to work on weekends, and outside of the "standard" work day
· Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
· Experience of delivering results consistently; goal-driven and motivated by achieving targets
· Able to respond readily and flexibly to changes
· Able to motivate a small team; acts as a role model
· Advanced computer literacy and proficiency with MS Office tools
· Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
· Demonstrates ability to analyze data, using the data to drive decision making.
· Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.