Join Amazon's HR team and help make a difference for all Amazonians! We are currently looking for an ERC Team Manager to join our team.
The ERC 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 by identifying broader customer impacting issues, and implementing solutions to drive quality and productivity, while achieving real-time desired service levels.
The ERC Manager is responsible for all budgetary, people development, and operations objectives for ERC. Additional responsibilities include managing and leading a team ERC Team Managers, coaching and mentoring the team to ensure performance objectives are met, building positive employee relations, and building leadership bench strength within the ERC.
If you have relentless desire to drive process improvement and motivate and lead a team of exceptionally driven, customer-obsessed managers, leads, associates, and specialists, all while analyzing systemic issues and implementing solutions to challenging problems, we have the career you re looking for!
Successful candidates will demonstrate:
The ability to understand business goals and recommend new approaches, policies and procedures to effect continual improvements in business objectives, productivity and development of ERC.
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.
Experience with rapid and complex changing work environment.
Passion for innovative HR solutions and process improvement.
Demonstrated experience driving processes improvements and specific skills in Gemba, Kaizen methodologies preferred.
Strong project management skills; ability to lead projects at a network level to influence and obtain buy-in, and then drive execution and achievement of the right results.
Success in creating and driving effective employee relations, retention and reward programs.
The ability to be comfortable with high volume workload and not be afraid to "roll up your sleeves."
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.
Strong internal and external customer service focus.
The ability to manage multiple priorities simultaneously - results oriented.
Excellent organizational and interpersonal skills.
Project Management and Communications:
Identifies customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction. Participates in cross-functional process improvement initiatives.
Drives quality consistency and productivity of team to ensure consistent employee experience.
Assists in developing and implementing training programs to improve the quality and productivity of the team.
Drives process 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.
Identifies need creates and distributes standard communications. Maintains departmental content in all channels. Develops and implements communication plans.
Identifies and communicates service outages, investigates root cause, coordinates service recovery efforts, and ensures remediation plan is implemented to prevent future outages.
Leads and develops a team of 4-8 ERC Team 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 shadowing and skip level meetings. Responsible for the morale and motivation of the team.
Actively participates in and drives the continuous improvement culture through kaizen and lean projects. Identifies and eliminates barriers to accuracy, productivity, and quality.
Achieves performance goals and objectives in line with the network wide vision and goals.
Manages the workflow of the team to maintain service levels and ensure equitable workloads among team members.
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.
Uses voice of the customer data to enhance the customer experience.
Responds to queries from team, internal business partners, candidates, and customers including high level leadership teams.
Manages relationships with key internal and external stakeholders, partnering closely with them for process enhancement.
Subject Matter Expertise:
Acts as a Subject Matter Expert for customers, team and vendors.
Can articulate top drivers of contacts and departmental metrics.
General understanding of HR Services workload and priorities.
Knows and interprets basic legal stipulations. Knows and works with outside sources to develop interpretations and solutions for complex issues.
Performs audits of team s work. Assists in developing and approving guidelines.
Advocates for HR Services
Handle Calls and Tickets on need basis
Resolve any escalations, Bachelor s degree or 3+ years Amazon experience, or 5+ years equivalent experience
3+ years as manager in contact center or similar frontline operation
3+ years HR experience (HR Specialist preferred)
Proficient in English, both verbal and written
5+ years as HR Generalist or HR Specialist in a corporate environment
4+ years contact center experience in a corporate environment
2+ years supervisory or lead experience in corporate contact center or similar environment
4+ years using case management system, reviewing cases, determining appropriate processes and policies that apply to a specific situation, and resolving a case or establishing/executing a case management plan
PHR, GPHR, or SPHR certification
Proven ability to identify process defects, make recommendations for process improvements, and implement process improvements
Knowledge of or training in Lean Six Sigma concepts and best practices
Basic US legislation knowledge pertaining to HR & Labor
Ability to handle projects using the Project Management principles and methodology
Strong systems knowledge. Experience PeopleSoft, Oracle, SAP, ADP or other HR management and Payroll systems as well as call center applications
History of success in creating and driving effective employee relations, retention, and reward programs
Third language proficiency is an added advantage
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