Bachelor's degree in any discipline from an accredited university or equivalent experience
- 7+ years HR experience
Job summary
Job summary
Join the ERC and make a difference in the lives of all Amazonians!
The Employee Resource Center (ERC) is striving to make Amazon Earth's best employer by offering Amazonians seamless answers to their HR questions, whether through voice, web case, or chat.
We are obsessing over our customers, meeting them where they are and delighting them with fast, high-judgment service to address their questions.
We are building out specialty teams to assist with more complex and sensitive issues than ever before.
To do this, we need highly skilled PXT professionals around the world to work directly with Amazonians to use their experience to solve their HR matters with empathy and tenacious problem solving.
We are also seeking seasoned leaders to lead these teams to deliver results and have fun.
This role can sit in Arlington VA, Dallas TX, Boston MA, Las Vegas NV
Key job responsibilities
- Responds quickly and accurately to queries from Amazonians via phone, web case, and chat, ultimately providing issue resolution.
- Resolves escalations from internal business partners and customers including senior-level leadership.
- Escalates broken processes and employee experiences.
Continuously dives deep to find new ways to improve the employee experience and speed of resolution.
- Actively participates in and drives the continuous improvement culture through team 'kaizen' and lean projects.
Works individually and with team to identify and eliminate barriers to accuracy, productivity, and quality.
- Identifies customer-impacting issues and implements solutions and process improvements to increase customer satisfaction.
Participates in cross-functional process improvement initiatives.
- Recommend changes to policies, SOPs, FAQs, scripts, and training to assist Front-line in the resolution of contacts.
- Works in a fast-paced operational environment and employs rapid, accurate judgement in the face of ambiguity or broken processes.
- Manages confidential and sensitive employee information and adheres to strict data privacy standards.
- May be required to work or respond to escalations on weekends and/or evenings
- Experience working in a fast-paced operational environment
- Proven ability to identify process defects, make recommendations for process improvements, and implement process improvements
- Master's degree or equivalent
- PHR, GPHR, or SPHR certification (or equivalent)
- 2+ years contact center experience in a corporate environment
- Strong desire to see all projects through to completion