DESCRIPTION
Job summary
Join Amazon’s HR Employee Resource Center (ERC) team and help make a difference for all Amazonians! We are looking for an HR Specialist to join a newly formed team that supports Amazon Corporate employees. The ERC primarily exists to help Amazon employees find answers to their questions and solve their complex HR problems that come in via various contact channels – phone, chat and MyHR cases. If you have a relentless desire to build better customer experiences and drive process improvement as part of a highly specialized team of exceptionally driven, customer-obsessed specialists, we have the career you’re looking for.
Our ERC (Employee Resource Center) HR Specialists provide support to Amazon’s Corporate employee population, demonstrating high judgement while problem solving and advocating on behalf of Corporate Amazonians. Team members will build and implement in the face of ambiguity, problem solve with tenacity, and demonstrate strong analytical skills while providing centralized support to Amazonians.
***This is a seasonal opportunity with an assignment duration of six (6) to twelve (12) months based on business needs. Conversion from this seasonal role to a regular full time position is not guaranteed. Seasonal employees may not qualify for specific benefits and time off options based on their employee classification.
Key job responsibilities
• Contact center environment responds to queries from customers (Amazonians) via phone, MyHR case, and chat, ultimately providing issue resolution.
• Interprets and communicates effectively as a subject matter expert in HR policies to customers (Amazonians) and acts as the primary information source for customers.
• 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.
• Achieves key performance indicator (KPI) goals and objectives in line with the organization’s goals.
• Assists in implementing and improving training programs to improve the quality and productivity of the team.
• 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.
BASIC QUALIFICATIONS
Bachelor’s degree or 3+ years of Amazon experience; or 3+ years equivalent work experience
Proven knowledge of Microsoft Office Suite
PREFERRED QUALIFICATIONS
3+ years as HR Generalist or HR Specialist in a corporate environment
2+ years contact center experience in a corporate environment
Experience working in a fast-paced operational environment
Proven ability to identify process defects, make recommendations for process improvements, and implement process improvements
Team/process lead, and/or team/process supervisor experience
Basic US legislation knowledge pertaining to HR & Labor
1+ year 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
Ability to handle projects using the Project Management principles and methodology
Knowledge of or training in Lean Six Sigma
Proven ability to manage customer contacts in a fast-paced environment
Proven ability to follow existing process with high attention to detail
Proven ability attention to detail and organizational skills
Flexible to work in shifts to cater to a global charter.