ERC Delivery Hub Leader
Calle Blancos, CR
hace 15 días

Position Overview

Join Amazon's Employee Resource Center (ERC) team and help make a difference for all Amazonians! The ERC provides HR assistance to Amazon employees, in the form of accurate, consistent, and timely responses to inquiries from various contact channels phone, web case and chat.

The ERC primarily exists to connect employees with content and data not available through intuitive self-service, and to intake process defects and workflow these to relevant resolution teams.

The ERC team is comprised of approximately 900 associates supporting Amazon employees in 49 countries and 14 languages. ERC associates are located in eight locations globally.

The ERC Delivery Hub Leader is the single threaded leader of the ERC Costa Rica, accountable for site all operational delivery and customer experience metrics, as well as people management, in this ERC hub.

The ERC Delivery Hub Leader wakes up every day excited to lead a team to deliver exceptional results for our internal Amazonian customers, with their primary focus on delivering against operational targets on a daily basis.

The ERC Delivery Hub Leader leads a team of ERC Managers, and are dedicated to growing internal talent and building a leadership pipeline within the ERC Costa Rica.

ERC Delivery Hub Leaders partner closely with the Regional Service Owner, and global ERC leaders to identify and advocate for needs of the organization to enable successful daily operational delivery.

They are skilled at identifying blockers to team success, and enabling the right solutions.

Successful candidates will demonstrate :

  • Ability to lead a team of managers.
  • The ability to deliver results against operational and customer experience targets every day.
  • The ability to identify blockers to team performance and work with their leadership team to close performance gaps.
  • Ability to work with diverse global stakeholders with varied business needs.
  • Strong customer obsession and a desire to constantly provide a superior experience to our internal Amazonian customers.
  • Understand business goals and recommend the best approach locally to achieve success metrics.
  • A true hands-on approach as well as the ability to successfully monitor the "pulse" of the employees to ensure a high level of employee engagement.
  • Demonstrated ability to work in a complex and rapidly changing work environment.
  • Strong delegation skills to drive multiple, continuous efforts through a team of leaders.
  • Success in creating and driving effective employee relations and retention programs.
  • The ability to be comfortable with a high volume workload and not be afraid to "roll up your sleeves."
  • The ability to manage multiple priorities simultaneously - results oriented.
  • Excellent organizational and interpersonal skills.
  • Position Responsibilities

    Operational Service Delivery :

  • Prioritize operational and customer experience service delivery every day.
  • Create and model a culture that celebrates and prioritizes the work of the Frontline.
  • Drives quality consistency and productivity of team to ensure consistent employee experience.
  • Uses voice of the customer data to enhance the customer experience.
  • Identify gaps in service delivery and create and action plans to resolve them.
  • Oversee the escalation and management of real time service issues by escalating them to the appropriate global stakeholders and supporting the leadership team through issue resolution;
  • ensures remediation plan is implemented to prevent future outages

  • Drives improvements to enhance the operational efficiency of the site.
  • Understands and effectively utilizes resources provided by internal systems, departments, policies, and procedures.
  • Investigates discrepancies, finds and implements solutions.
  • Creates business cases and manages enhancements. Presents high quality data findings.
  • Manages the workflow of the team to maintain service levels and ensure equitable workloads among team members.
  • People Management :

  • Leads and develops a team of 6-8 managers; responsible for the overall direction, performance management, coordination and evaluation of the team.
  • Manages the team and ensures high service delivery and execution.

  • Stays connected to every level of the department through daily floor presence, shadowing and skip level meetings. Models the behavior of availability to the Frontline as the expectation for all leaders.
  • Builds up the morale and motivation of the team. Creates a culture of high performance by engagement, enforcement of rigorous standards, and investing in the career and personal growth of the team.
  • Champions continuous improvement culture through virtual Gemba and other channels. Identifies and eliminates barriers to accuracy, productivity, and quality.
  • Carries out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees;
  • planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

  • Prior experience leading, coaching, and mentoring people managers
  • Prior experience driving employee engagement
  • 5+ years of related contact center experience or similar operational leadership experience.
  • Bachelor’s degree
  • Excellent English verbal and written communication skills
  • Spanish language proficiency
  • Knowledge of Lean Six Sigma
  • Strong systems knowledge. Experience PeopleSoft, Oracle, SAP, ADP or other HR management and Payroll systems as well as call center applications
  • Third Language proficiency is an added advantage
  • Amazon is an Equal Opportunity Employer

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