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 :
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.
Monitor services to ensure consistent delivery to agreed SLA and to identify process improvement opportunity.