Mgr - Benefits Contact Center
Amazon
Calle Blancos, CR
hace 4 días

Join Amazon's Employee Resource Center (ERC) team and help make a difference for all Amazonians!

Amazon’s mission is to be the Earth’s most customer-centric company and delighting Amazon’s employees with the same level of superior service is part of that mission.

This position is part of the Amazon’s ERC, an employee facing global contact center that provides consultative assistance to fellow Amazonians in the form of accurate, consistent, and timely responses to inquiries from various contact channels phone, chat, and email.

The ERC team is comprised of approximately 1000 associates at eight locations who support our Amazon global workforce in 50 countries and 14 languages.

We leverage Amazon’s state of the art AWS technology tools that support our ERC associates and deliver world class digital experiences.

ERC is seeking an experienced manager to help build and manage a team of agents to support a new global service for the ERC.

This role will work closely with ERC leadership and cross-functional global stakeholders in ERC and beyond to define and build a best in class benefit service program to be delivered out of the ERC service delivery hubs (Costa Rica, India, and Prague).

This leader will design the ERC benefit service and operationalize the processes to properly handle benefit contacts from employees.

The process will also include the intake and hand-off of contacts not within the ERC’s scope to other relevant resolution teams in HR Services.

Once implemented, this leader will review and identify process improvement opportunities, standardize the service across the globe where appropriate, and implement a metrics driven culture to measure and inspect the service for consistency and operational process efficiency.

The ideal candidate will possess strong project management skills with a track record of thinking outside the box to design and deliver services that enables delivery of excellent customer service and create an amazing work environment for our contact agent.

In addition, the candidate must demonstrate a history of a strong operational leadership.

Responsibilities include :

  • Program Management work with the stakeholders to define the ERC service, create an approach and implementation strategy, and work with cross-
  • functional team to execute the approved plan.

  • People Management build and lead a team of agents dedicated to provide benefit services as defined in the service catalog.
  • Process Definition Support the development of frustration free experience by developing processes that reflects the voice of the customer.
  • Challenge the defined processes and proactively look for ways that simplify yet maximize both operational performance and customer satisfaction.

    Transition existing services into the new process and look for opportunity to standardize where appropriate.

  • Operations - Implement governance to inspect, measure, and continually improve services post-delivery for operational health.
  • Monitor services to ensure consistent delivery to agreed SLA and to identify process improvement opportunity.

  • 5+ years relevant program experience and people management experience
  • 3+ years of contact center experience
  • Bachelor's degree in business administration or related field
  • Mastery of the program management methodology, with sufficient experience to balance purity and pragmatism, short- and long-term thinking
  • Strong influencing and negotiation skills.
  • Excellent written and verbal communications skills - ability to interface with all levels of the organization, specific strength in influencing decision makers and managing expectations
  • Experience identifying and resolving complex issues, will take initiative even under unfamiliar or ambiguous circumstances -
  • sense of accountability and sound personal judgment

  • Strong analytical and quantitative skill; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions
  • 8+ years of relevant program management experience, with working experience in managing large-scale employee benefits administration programs.
  • Demonstrated expertise in process management with experience leading process improvement efforts
  • Successful record of implementing new processes and systems with measurable results, ability to build tools and frameworks that facilitate deployment and change in a complex, large-scale organization.
  • Experience scaling and enhancing operational functions
  • Experience with change strategy, learning, and communications
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