HR Specialist with German and English, Employee Resource Center
hace 5 días

Job summary

This is a home office position - Role can be performed from anywhere within Poland / Czech Republic / Slovakia / Romania

The ERC Special HR Care Specialist supports Amazon employees in calls, cases and chats, owning end-to-end resolution of the issue, developing multidisciplinary solutions for complex, non standard HR related queries.

They also participate in projects and initiatives affecting employees across the region, including vendor support. This role is an integral part of the ERC Operation, as the ERC Specialist has deep understanding of processes, policies and labor laws.

This role operates with considerable autonomy and discretion and holds subject matter expertise at the highest level and enables business communication between ERC leadership, other ERC SMEs, ERC Operations, and partner teams.

They own the business relationship and engagement with partner teams’ Program Managers who own vendor relationship to ensure SLAs, service, and opportunities are properly communicated and addressed.

This role provides guidance to high-level leadership, develops & documents process, procedures and project framework in the specific knowledge area and contributes to projects / program initiatives to support ERC Operational goals and continuous service improvement.

Key job responsibilities

  • Employee contact handling : Take employee calls, cases and chats that are transferred to them by ERC Associates in a contact center environment.
  • Escalations : Handle high-level complex escalations.
  • Decision Making : Make high judgment recommendations in the absence of clear guidance.
  • Process and Service Delivery Management (medium-high complexity) : Serve as process consultant POC to ERC PMO, ERC Leadership, Tool Program Managers, ERC SMEs and partner team POCs.
  • Identify and eliminate root causes of high-volume contacts and defects (low QA / HMD, escalations, etc.). Get alignment with ERC Operation strategy to ensure seamless service delivery.

  • Data analysis : Use data to facilitate systemic changes. Present recommendations to improve the employee experience based on data and trend analysis.
  • Communication / Stakeholder management : Build and maintain successful partnerships with the respective HR Services team, Payroll teams, Program Stakeholders and key business sponsors across Global HR Services to remain up to date on their changes and business strategy.
  • Escalate broken processes to partner teams and recommend solutions to improve overall customer experience.

  • Process Improvement : Support process enhancements, process redesign and best practice sharing. Remove barriers and bridge gaps between ERC and the employee experience.
  • Identify and eliminate root causes of high-volume contacts or defects. Track lessons learned from escalations and create retrospective with lessons learned.

  • Reporting : Create reports and present to senior leadership on trends to provide recommendations for improving the employee experience with ERC based on data.
  • A day in the life

    As an ERC Special HR Care Specialist, you will act as a subject matter expert, handling employee contacts using all available resources and expertise to resolve escalated or complex cases pending resolution on-time according to established service level agreement.

    You will build partnerships to influence different stakeholders, participate in process improvement initiatives, identifying and eliminating root causes of high-volume contacts and defects within the ERC operation, using data to facilitate systemic changes.

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