Call Center Lead - Amazon

Northwest Center•Nashville, TN

1d•Onsite

About The Position

The Northwest Center @ Amazon team operates in a fast-paced and demanding corporate environment where we provide professional 5-star customer service across several program divisions. The Lead Call Center Specialist is a subject matter expert and lead support specialist for Amazon’s call center representatives and customers seeking support. In this role, you will provide 5-star customer service and have an obsession for customer satisfaction. Under the direction of the Manager, the Lead’s responsibility is to oversee day-to-day operational execution, make tactical decisions, and audit quality assurance. They will monitor workload, perform in-the-moment coaching, and provide operational guidance to ensure consistency across calls. Offers process expertise and mentorship, informing and contributing to program initiative implementation. Leads will also answer and route inbound calls.

Requirements

High School Diploma
2+ years in a call center environment (inbound/transfer-heavy preferred)
Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and SharePoint
Experience leading people
Excellent interpersonal skills required along with polite and professional phone etiquette
Must be reliable and punctual with excellent organizational skills
Ability to multitask with demonstrated ability to juggle multiple priorities
Deep understanding of call flow, transfer processes, and systems
Strong communication and problem-solving skills
Ability to influence peers without formal authority
Excellent on-phone customer service skills
Ability to maintain composure and good judgment in fast-paced, high-stress environments
Attention to detail and accuracy
Must be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds.
Encompasses a combination of desk work and actively visiting several Amazon building so the ability to walk consistently within a 1.5-mile radius is required.
Ability to read, write, communicate, and comprehend the English language.
Ability to view a computer monitor for 6-7 hours of a scheduled 8-hour shift with or without corrective lenses
Ability to work flexible hours that include occasional changes in schedule according to the programs’ needs.
Occasionally, earlier or later start times may arise.

Nice To Haves

This is a dog-friendly environment with over 1000 dogs on campus. Individuals with dog allergies or those who do not particularly care for dogs may not be the best fit.

Responsibilities

Serve as the first line of support for agents needing immediate assistance
Provide real-time guidance on complex calls, transfers, and escalations
Step in to de-escalate calls or take over when necessary
Reinforce consistency in call handling and transfer execution across the team
Support onboarding and side-by-side training for newly hired associates
Provide day-to-day support, and leadership to the Call Center team
Handle inbound calls, remaining current on processes and customer experience
Model best practices in call control, professionalism, and transfer accuracy
Support queues during high-volume periods without abandoning primary support responsibilities
Complete call monitoring and audit support team members' calls to provide coaching and guidance on call quality and call handling time efficiency
Ensure accurate and efficient execution of transfer types (call transfers, routing, documentation)
Actively provide operational oversight to identify gaps in performance, workflow, or process adherence
Identify recurring transfer issues and escalate trends to leadership
Act as the go-to resource for resolving transfer-related breakdowns
Access call tracking data to compile reporting of the various call drivers and trends
Complete multi-metric reporting
Assist with queue management, workload balancing, and service level support
Communicate real-time risks, volume concerns, or system issues to the Supervisor
Support implementation of new processes, tools, or client updates
Deliver real-time, in-the-moment coaching to improve call quality and efficiency
Reinforce Quality Analyst expectations and customer experience standards through daily interactions
Provide elevated customer service support for challenging and escalating callers
Ability to remain calm and respectful under pressure
Exceptional customer service expertise

Benefits

Comprehensive Medical, Dental, Vision, Disability, and Life Insurance, effective the month after 30 days of employment
17 Accrued Paid Time Off Days Annually
Additional 10 Annual Floating Holidays, Parental Leave, and Paid Compassion Leave
Retirement 401(K) with a company match
Employment Assistance Program (EAP) via Spring Health
Mental Wellness Program including six free therapy sessions per year
Opportunity for career development with our NWC Mentorship Match program
Wellness Reimbursement Program - $25/month
Student Loan Contribution Program - $50/month
Parking Allowance - $141/month
Pet Insurance Discount Program