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 help Amazon employees find answers to their questions and solve their complex HR problems. 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.
We are currently looking for an HR Contact Center Manager to join our team servicing Amazon employees’ questions in the Leave and Disability space.
The HR Contact Center Manager sets the vision, direction, and culture of their team by managing team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction.
They identify broader customer impacting issues and implement solutions to drive quality and productivity while achieving real time desired service levels.
The HR Contact Center Manager is also responsible for all budgetary, people development and operations objectives for ERC.
This individual will manage and lead a team of HR Contact Center Associates who provide services in the disability, leave, and accommodation space.
They will coach and mentor the team to ensure performance objectives are met, build positive employee relations, and build leadership strength within the ERC.
ERC contact center agents in the leave, disability, and accommodation space are highly skilled employees who serve as the first point of contact for all leave, disability, and accommodation questions.
If you have relentless desire to deliver superior results for internal customers, drive process improvement, and motivate a team of exceptionally driven, customer-
obsessed associates, while recommending and implementing solutions to challenging problems, we have the career you’re looking for!
Successful candidates will demonstrate :
Strong internal and external customer service focus.
Drives quality and productivity of team to deliver a consistent bar raising employee experience.
The ability to understand business goals and recommend new approaches, policies and procedures to effect continual improvements in business objectives, productivity and development.
Passion for innovative solutions and process improvement.
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.
Be comfortable with high volume workload and not be afraid to "roll up your sleeves."
Experience with rapid and complex changing work environment.
Success in creating and driving effective employee relations, retention and reward programs.
A strong solutions focus and be comfortable working in an environment which demands strong deliverables along with the ability to identify problems and drive appropriate solutions.
Assists in developing and implementing training programs to improve the quality and productivity of the team.
Bachelor's degree or advanced college education
6+ Years of related management experience. Contact center experience a must.
Experience conducting interviews and making effective hiring decisions.
Demonstrated customer service and communication skills, both verbal and in writing.
Strong judgment and instincts. Ability to manage escalations to resolution
Able to audit self and others for a very high level of accuracy
Proficient in English, both verbal and written.
Only applicable for lateral movements (internal candidates)
Basic US legislation Leave of Absence and Accommodations knowledge.
1 year of Leave and / or Accommodations experience, to include : previous work in a leave of absence and / or disability claim management role, with experience using case management systems, reviewing cases for eligibility, determining the appropriate leave and / or disability pay benefits that apply to a specific situation, and establishing / executing a case management plan.
Knowledge of US federal and state leave and disability laws
Detail orientation with ability to analyze, problem solve, organize and manage multiple priorities.
Strong systems knowledge. Experience PeopleSoft, Oracle, SAP, ADP or other HR management and Payroll systems as well as call center applications
Ability to handle projects using the Project Management principles and methodology