ERC Sr Associate

Job description

DESCRIPTION

1. About Amazon India Development Centers:
Amazon India Development Center (AIDC) started in Bangalore in 2004 followed by centers in Bangalore (2005) and Chennai (2006). The vision was to utilize the top talent available in India to drive our global business growth. Today, AIDC builds, supports, tests and manages technology, products & services which support millions of Amazon customers worldwide.
About the team:
HR Services is comprised of the following teams: HR Operations, HR Compliance, Leave of Absence and Accommodations (LOAA) and several support functions that include ACES, Finance & Analytics, Vendor Management and Content Management. The umbrella of HR Services includes the following teams: the Employee Resource Center (ERC), Onboarding, PeoplePortal and Payroll Support, Data Management, Exits, and Internal Transfers. These teams are located in Seattle, WA and Hyderabad, India to provide for follow-the-sun support of these key activities.

Job Description:

We are looking for a dynamic, organized self-starter to join our Employee Resources team located in Bangalore. The Employee Resource Center (ERC) Senior associate in Bangalore will work closely with the ERC team in the US to provide a variety of HR services to North American Employees. We have an immediate need for dedicated professionals to join our ERC in their HR Contact Center. Be the voice of ERC, as the first point of contact for Employees, Managers and the HR community. Deliver highest standards of service in any customer interaction and ensuring an accurate, efficient & personalized resolution of queries through effective usage of systems, tools & resources.

Responsibilities:

· Receive & log all queries received through phone & email in Panorama / Trouble Ticketing tool
2. · Responsible to work on Ticketing to resolve the queries received from the employee
· Responding to inquiries regarding policies and programs including benefits, attendance, payroll deductions, etc.
· Adhere to defined processes and ensure delivery in accordance with set quality standards
· Thorough knowledge of policies & processes for multiple Customers group
· Ensure the Service level are achieved at all times for HRS processes
· Innovative with a commitment to change and process improvement applying KAIZEN and LEAN methodologies
· Integrity and discretion in dealing with sensitive information and ensure data privacy at all times
· Take ownership for query resolution and individual metrics
3. ·

Baseline Requirements:

· A bachelor's degree; master’s degree a plus.
· Minimum of 1-3 years of experience in international voice process
· Willingness to work in call center / contact center / Help desk environment
· Willingness to work in 24*7 support process including night shifts
· Strong attention to detail and good interpersonal skills
· Strong decision making and problem solving skills
· Ability to multi-task and agility to change in fast-paced dynamic environment
· Proficient with MS Excel, Word, email writing
· Application of Phone and email etiquettes in customer interactions

Preferred Requirements:

· Foreign languages proficiency would be an added advantage
· Prior experience in an in-bound / out-bound call center
· Handling HR help desk is desirable
· Experience in HR/HR shared services
· Experience in PeoplePortal
· Knowledge of Six Sigma methodology and tools

HR Applications used:

· PeopleSoft 8.9 ver
· ADP – US Payroll tool
· Time and Attendance System
· Trouble Ticketing – Service Request Workflow Web Application

PREFERRED QUALIFICATIONS

· Foreign languages proficiency would be an added advantage
· Prior experience in an in-bound / out-bound call center
· Handling HR help desk is desirable
· Experience in HR/HR shared services
· Experience in PeoplePortal
· Knowledge of Six Sigma methodology and tools

HR Applications used:

· PeopleSoft 8.9 ver
· ADP – US Payroll tool
· Time and Attendance System
· Trouble Ticketing – Service Request Workflow Web Application

Desired profile

BASIC QUALIFICATIONS

· A bachelor's degree; master’s degree a plus.
· Minimum of 1-3 years of experience in international voice process
· Willingness to work in call center / contact center / Help desk environment
· Willingness to work in 24*7 support process including night shifts
· Strong attention to detail and good interpersonal skills
· Strong decision making and problem solving skills
· Ability to multi-task and agility to change in fast-paced dynamic environment
· Proficient with MS Excel, Word, email writing
· Application of Phone and email etiquettes in customer interactions