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 Specialist to join our team as a Team Lead, supporting employees in the ERC Disability and Leave Services (DLS).
The ERC DLS Team Lead answers questions from Amazonians related to Leave and Disability.
As a team lead in the ERC DLS, you will own your impact by driving performance within your team.
You will coach and mentor the members of your team to ensure customer obsession is a priority, performance objective targets are met, and employee relations stays positive within the organization.
Key responsibility of this role, but not limited to:
Team performance.
Support daily intraday operations and performance for approx.
20 ERC DLS associate.
Provide training and guidance on policies, process, and systems to associates within the team.
Manage process workflow within the team, review, and take actions on any associate exceptions.
Facilitate stand ups and coach teams through the workflow.
Problem Solving.
Act as the first point of escalation for all POD support for the site and for the associate assigned.
Track and share resolution with other POD support, team leads, and managers to mitigate repetitive issues.
Roster Management.
Collaborate with workflow management (WFM) to ensure employees are on the correct schedule/shift patterns and employees adhere to the planned schedule.
Ensure payroll are accurate through audits, reporting, and other proactive measures.
Team Metrics and Analytics.
Monitor and report on intraday performance to the plan.
Perform deep dives on major exception in the performance to the plan.
Must be open and available for a variety of offered work schedules and shifts.
Assigned shift and schedule may include weekends and/or evening shifts based on business need.
.
Estimated Salary: $20 to $28 per hour based on qualifications
