Seasonal Team Manager, ERC DLS

Job description

DESCRIPTION

Leverage your Customer Service leadership experience to build a career at Amazon! 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 works with team of associates to deliver results. 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 fast paced work environment.
· Assists in developing and implementing training programs to improve the quality and productivity of the team.

PREFERRED QUALIFICATIONS

· Bachelor's degree or advanced college education in a related field (Human Resources, Business Administration, Psychology, Industrial Engineering or alike)
· Basic US legislation Leave of Absence and Accommodations knowledge.
· 1 year of Leave and/or Accommodations experience
· Experience PeopleSoft, Oracle, SAP, ADP or other HR management and Payroll systems as well as call center applications

Desired profile

BASIC QUALIFICATIONS

· 2+ years of related contact center management experience
· Experience conducting interviews and making effective hiring decisions
· Demonstrated customer service and communication skills, both verbal and in writing.
· 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.