ERC Specialist with German
hace 3 días

Job summary

This is your chance to make history. Join the HR team for the Regional Shared Services which supports Amazon across certain EMEA (Europe, Middle East and Africa) countries.

The hub provides a multi-language capability to the internal customers, and is looking for ERC (Employee Resource Center) Specialist to join Shared Services Center.

Reporting into an ERC Shared Services Manager, the teams act as first point of contact for employees and managers via phone, email and internal case management system by answering Employee’s life-cycle queries related to benefits, payroll, leave of absence, data management, onboarding and terminations as well as processing absence reporting requests.

Responsibilities :

1. Acting as Team Leader deputy - escalation point for department wide operational procedures and delivery by :

  • Actively contributing to the strategic discussion for ERC development and evolution.
  • Maintaining a high level of accessibility as a general resource for department members.
  • Maintaining knowledge of team-specific operational procedures as needed.
  • Building efficient relations with the stakeholders.
  • Tracking SLA's (Service level agreement) to ensure key metrics are achieved
  • 2. Assists team with performance improvement efforts by :

  • Following Quality and productivity coaching process as prescribed by their Team Leads and Manager.
  • Examine data to identify continuous learning needs and coordinate the resources to fill those needs.
  • Thoroughly prepares for coaching sessions in advance and can speak to specific Associate and team opportunities.
  • Documents coaching sessions to ensure that there is a consistent and regular check-in.
  • Mining for call / tickets trends.
  • Short term goal setting and tracking (improvement actions).
  • Collaborating with other Specialists on best practices.
  • Successfully completes approved special projects as assigned.
  • 3. Contributes to a positive team environment by :

  • Proactively aiding teammates with difficult customer contacts for both phone and tickets (as applicable)
  • Demonstrating effective communication and cooperation with other team members (including other teams)
  • Support Team Leaders and Manager to manage team work load and morale.
  • Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, adherence to company policies and a commitment to excellent customer service.
  • What we offer :

  • Unlimited contract
  • Employee referral program bonus
  • Life insurance and pension plan
  • Possible internal and / or international growth
  • Role can be performed from virtual location.

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