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Call Center Manager @ Amazon

Call Center Manager @ Amazon

Washington StaffingSeattle, WA, US
2 days ago
Job type
  • Full-time
Job description

Call Center Manager

Under the direction of the Director, the Call Center Manager leads Northwest Center's enterprise-wide call center operations supporting Amazon's corporate ecosystem. This strategic leadership role is responsible for developing and executing the long-term vision for a multi-site, omnichannel call center operation that delivers exceptional customer experiences at scale. The Call Center Manager role requires in-depth knowledge of call center operations, workforce management, and technology implementation to drive innovation and operational excellence across multiple geographic regions to be successful. A key aspect of the role is strong people leadership, including the ability to mentor and coach leadership teams, foster professional growth, and enhance organizational capabilities. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we're invested in building teams with various backgrounds, identities, and experiences. If you share our values, support our mission, and meet some requirements, we encourage you to apply! Schedule : Monday Friday; 7 : 00 am 6 : 00 pm (Hours will vary) Location : Seattle WA Starting Salary : $86,986 - $99,278 per year | Full Salary Range : $86,986 - $111,571 per year

What We Can Offer :

  • Competitive and affordable Medical (including hearing & hardware coverage!), Dental, Vision, Disability, and Life Insurance - 17 Accrued Paid Time Off Days Annually - Additional 11 Annual Floating Holidays, Parental Leave, and Paid Compassion Leave - Retirement 401(K) with a company match - Company-Provided Orca Pass Unlimited use - 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 - Physical Wellness Reimbursement Program - $25 / month - Student Loan Contribution Program - $50 / month - Pet Insurance Discount Program

Key Responsibilities :

Strategic & Financial Leadership :

  • Define and execute the long-term (3-5 year) strategic roadmap for the Call Center, including technology modernization, geographic expansion, and service delivery optimization.
  • Drive enterprise-wide transformation initiatives to enhance customer experience, operational efficiency, cost optimization, and program scalability while maintaining service quality.
  • Design and implement innovative call center strategies while leading change management for major transitions and technology rollouts.
  • Partner with executive leadership to align call center strategy with broader organizational objectives.
  • Manage P&L responsibility for enterprise call center operations.
  • Develop annual operating budgets and long-term financial forecasts.
  • Identify and implement revenue growth opportunities.

    • Operational & Technological Excellence :

  • Oversee multiple call center sites across different geographic regions, ensuring consistent service delivery and performance.
  • Implement and manage advanced call center technologies to improve efficiency, accuracy, and customer satisfaction.
  • Lead the recruitment, training, and development of a high-performing call center workforce.
  • Ensure compliance with regulatory requirements and industry best practices.
  • Continuously monitor and analyze call center performance metrics to drive improvements and operational excellence.
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