Join Amazon's Employee Resource Center Disability and leave services (ERC DLS) team and help make a difference for all Amazonians! The ERC DLS 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 DLS primarily exists to connect employees with content and data not available through intuitive self-service, and to intake process defects and workflow these to relevant resolution teams.
The ERC DLS team is comprised of approximately 900 associates supporting Amazon employees in 49 countries and 14 languages.
ERC DLS associates are located in eight locations globally.
We are currently looking for an ERC DLS Contact Center Specialist to join our team. The ERC DLS Contact Center Specialist will support in setting the vision, direction, and culture.
They identify broader customer impacting issues and implementing solutions to drive quality and productivity while achieving real time desired service levels.
ERC DLS 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 drive process improvement and analyzing systemic issues and implementing solutions to challenging problems, we have the opportunity 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 recommend new approaches, policies and procedures to effect continual improvements in business objectives, productivity and development.
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 rapid and complex changing work environment.
Success in creating and driving effective employee relations, retention and reward programs.
A strong solution focus and be comfortable working in an environment which demands strong deliverables along with the ability to identify problems and drive appropriate solutions.
Bachelor's degree, advanced college education in a related field (Human Resources, Business Administration, Psychology, Industrial Engineering or alike) or equivalent work experience.
4+ Years of related experience. Contact center experience a must.
24 / 7 work environment, open to work various hours including overnight
4+ years of contact center or equivalent experience.
Previous experience working in a virtual environment
Basic Leave of Absence and Accommodations knowledge.
Previous experience working with SalesForce or similar programs.
1 year of Leave and / or Accommodations experience, to include : previous work in a leave of absence and / or disability claim management role, with experience using case management systems, reviewing cases for eligibility, determining the appropriate leave and / or disability pay benefits that apply to a specific situation, and establishing / executing a case management plan.
Previous HR experience
Proven ability to manage customer contacts in a fast-paced environment.
Proven ability to adjust to constantly changing workloads.
Proven ability to follow existing process with high attention to detail.