Global Accounts Receivable Site Coach

Amazon /Slovakia/ s.r.o.

Place of work
Bratislava, Slovakia
Contract type
full-time
Wage (gross)
1 533 EUR/monthBase pay for this position starts from EUR 1533 gross per month and salary depends on the skills and requirements, there will be further pay components such as a sign on bonus and the eligibility to participate in a restricted stock unit scheme operated independently by Amazon.com Inc. in USA. Company benefits apply subject to further terms, including annual membership in medical clinic, life insurance, retirement pension, meal voucher card, career development.

Information about the position

Job description, responsibilities and duties

DESCRIPTION
Amazon is looking for energetic and enthusiastic candidates to join the fast paced world of European Financial Operations in Bratislava. We’re not an average retailer and this is definitely not your average finance position. We’ll give you the opportunity to really make a difference to our business by working on and initiating projects in a fast-paced environment and ultimately delivering results.

Are you interested in an opportunity to help drive Amazon’s flywheel and develop your A to Z business understanding? Do you enjoy learning about different Amazon business types and new subsidiaries, and thinking creatively about brand new businesses that Amazon is inventing on behalf of customers? The Global Accounts Receivable FinOps (Finance Operations Org) is seeking a coach/trainer who is creative and passionate to help achieve our vision to provide a world-class Learning experience to our global business partners in support of Amazon’s journey to become Earth’s most customer-centric company. We love to offer our customers unique world-class experiences, and we invite you to help Amazon make history.

As part of our commitment to your development, you will also gain exposure in cross functional and process improvement projects but you can expect your responsibilities to include to:

· Responsible to ensure the proficiency of GAR employees with policies, procedures, processes, standards, tools and systems at site level.
· Conducting communication assessment of a trained new joiner’s communication prowess towards before release of the analyst on to the floor.
· Develop educational material, including presentations and call scripts.
· Ability to reinforce the GAR processes, techniques, and providing excellent customer experience
· Evaluate and track employees’ performance after each coaching
· Conducting call practice and calibrations for target audience, and providing feedback on mock calls/role plays on case studies and difficult customer scenarios, including call listening and comprehension on use cases identified from time to time.
· Supporting trained new joiners, side-by-side in a Go-Live support environment to monitor live calls in a supported environment there by providing feedback, conducting refreshers, and discussing difficult scenarios for communication enhancement.
· Inspire and influence the team positively – have a skill set to inspire agents to implement coaching recommendations
· Identify communication gaps suggest/implement suitable development plans to bridge gap.
· Develop and deliver individual coaching plans for identified team members (behavioral, grammar, soft skills, process, tools, etc.) for new hires as well as existing employees.
· Identify coaching objectives, assess performance, and evaluative strategies to deliver coaching including consulting with program owners and subject matter experts to identify performance gaps.
· Regularly monitor to check the effectiveness of training intervention.
· Conduct audits to score associates and develop a suitable proficiency scale and testing mechanism.
· Demonstrates extreme attention to detail and the ability to effectively manage often competing priorities.
· Is passionate customer and learner advocate, communicates clearly and concisely in a way which motivates others to action.
· The ideal candidate will be a self-starter with a passion for development, a high level of flexibility, commitment, and the ability to tackle ambiguity and process improvement.
· Maintain high level of process knowledge by dedicating his/her time to shadowing and deep dive analysis.
· Work across SC’s and with the global L&D teams to share best practices and identify common opportunities.

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

BASIC QUALIFICATIONS
Responsible to ensure the proficiency of GAR employees with policies, procedures, processes, standards, tools and systems at site level.

Conducting communication assessment of a trained new joiner’s communication prowess towards before release of the analyst on to the floor.

Develop educational material, including presentations and call scripts.

Ability to reinforce the GAR processes, techniques, and providing excellent customer experience

Evaluate and track employees’ performance after each coaching

Conducting call practice and calibrations for target audience, and providing feedback on mock calls/role plays on case studies and difficult customer scenarios, including call listening and comprehension on use cases identified from time to time.

Supporting trained new joiners, side-by-side in a Go-Live support environment to monitor live calls in a supported environment there by providing feedback, conducting refreshers, and discussing difficult scenarios for communication enhancement.

Inspire and influence the team positively – have a skill set to inspire agents to implement coaching recommendations

Identify communication gaps suggest/implement suitable development plans to bridge gap.

Develop and deliver individual coaching plans for identified team members (behavioral, grammar, soft skills, process, tools, etc.) for new hires as well as existing employees.

Identify coaching objectives, assess performance, and evaluative strategies to deliver coaching including consulting with program owners and subject matter experts to identify performance gaps.


Regularly monitor to check the effectiveness of training intervention.


Conduct audits to score associates and develop a suitable proficiency scale and testing mechanism.

Demonstrates extreme attention to detail and the ability to effectively manage often competing priorities.

Is passionate customer and learner advocate, communicates clearly and concisely in a way which motivates others to action.

The ideal candidate will be a self-starter with a passion for development, a high level of flexibility, commitment, and the ability to tackle ambiguity and process improvement.

Maintain high level of process knowledge by dedicating his/her time to shadowing and deep dive analysis.

Work across SC’s and with the global L&D teams to share best practices and identify common opportunities.

PREFERRED QUALIFICATIONS
TTT Certified or equivalent facilitation certifications.

Experience in handling global clientele.

Experience creating classroom and e-learning content using industry standard tools

Exceptional communication (both written and verbal) skills

Advertiser

Brief description of the company

At Amazon.com, we're working to be the most customer-centric company on the Earth. To get there, we need exceptionally talented, bright, and result driven people.

All open positions together with a job description and contact details can be found on www.amazon.jobs.

Number of employees

1000 and more employees
ID: 3899630  Datum zveřejnění: 29.4.2020  Spodní hranice mzdy (brutto): 1 533 EUR/month