Candidate Care Team Lead, Global Candidate Operations, Workforce Staffing

Amazon's Candidate Connection Services (ACCS) Team is looking for a talented Area Manager to lead our contact center operations and drive agent performance in Brazil. This role involves directly supervising the team of agents in Brazil to provide Amazon job candidates with a top tier hiring experience. This role requires working independently in a fast-paced environment, managing high volumes of tasks, and reacting with urgency in time-sensitive situations.

The ideal candidate communicates clearly, thinks strategically long-term, and exercises strong judgment when solving problems that impact our candidates. If you have a relentless desire to drive process improvement and lead a team of candidate-obsessed associates while implementing solutions to challenging problems, we have the career you're looking for!

Key job responsibilities
People Management:

- Lead and manage a team of approximately 5-10 Contact Center Associates; responsible for the overall performance of the team.
- Responsible for managing and providing daily supervision over team operations
- Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, holding the team accountable for meeting and exceeding performance targets.
- Conducts performance improvement efforts by coaching, using metrics to identify needs, and implementing short- and long-term action plans to guide progress.
- Carry out supervisory responsibilities in accordance with Amazon's policies and procedures; additional responsibilities include interviewing, training, planning, assigning and directing work.

Operations Management:
- Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the team.
- Ability to use data and insights to prepare metric reviews.
- Ensure Service Level Agreement (SLA) is adhered to for all support services.
- Solving complex customer support issues and proactively heading off negative service trends.
- Identifying and eliminating root cause barriers to accuracy, productivity and quality.

About the team
Amazon Candidate Connection Services (ACCS) operates within Workforce Staffing, supporting millions of candidates globally through the hiring journey. The Brazil Team handles inbound and outbound contacts via Whatsapp, Chat, and Email to resolve candidate questions, remove hiring barriers, and ensure a seamless application experience. The team drives measurable impact on candidate satisfaction, repeat contact rates, and SLA adherence across the region. Every interaction is an opportunity to represent Amazon's commitment to a world-class hiring experience.

Basic Qualifications

- Experience with Microsoft Office products and applications
- Experience in human resources management
- Bachelor's degree
- Speak, write, and read fluently in English, and have the ability to take direction in English

Preferred Qualifications

- Experience using PeopleSoft, Oracle, SAP, ADP or other HR management and Payroll systems as well as call center applications
- Experience driving employee engagement
- Manager experience in contact center, call center, or similar HR operation

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.