ERC Team Manager

ERC Team Manager

Amazon Operation Services Philippines, Inc.
5-8 years
Not Specified

Job Description


DESCRIPTION
At Amazon we believe that every day is still day one.
A day to take a first step. A day to look forward to new challenges. And today is that day for you. It's your day to be part of something great. A day to make your ideas come to life. And your day to join a company that redefines itself every day. That's the energy and passion behind Amazon. At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright and driven people. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers.
We are currently looking for an ERC Team Manager to join our team located in Manila hub.The hub will provide a capability to our internal customers and we are looking forward for a dynamic, organized self-starter to join our Employee Resource Center located in Manila. There is an immediate requirement for dedicated professionals to join our ERC in their HR Contact Center. The ERC Team Manager in Manila will resolve queries raised by Amazon employees. Be the voice of ERC, as the first point of contact for Employees, Managers and the HR community. Deliver the highest standards of service in any customer interaction and ensure an accurate, efficient and personalized resolution of queries through the effective use of systems, tools and resources.
Position Description:
As ERC Team Manager, you will partner with cross-functional teams like Operations, HR, and Payroll to provide world-class customer service. You will have to collaborate with the broader APAC Client teams to standardize processes to ensure world class customer service to employees, Managers or HR. This will require due diligence, with an eye on meeting policy and compliance requirements. The team supports business needs for Fulfillment Centers, Customer Service, and Specialty Ops. Leveraging your skillset, you will provide guidance, training and resolution as related to client service tasks. You will be responsible for leading shifts by overseeing call volume, escalations, quality, and partner with workflow to ensure the team meets service level commitments.
Responsibilities:
·Partnering with program management.
· Design and execute career plans for team members.
· Conducting performance reviews for team members.
· Presenting team metrics in the WBR.
· Coordinating with the POD leaders on team performance on a monthly basis.
· Analyzing overall performance along with POD leaders and building action plans for improvement or for sustaining improvement.
· Identifying projects for continuous improvement.
· Collaborating with the LT to discuss trends (hits and misses) for each month.
· Coordinate with the recruiting team on hiring and updates.
· Handling employee concerns.
Project Management and Communications:
· Identifying customer impacting issues, working out and implementing solutions and process improvements to increase the customer satisfaction rate. Participate in cross-functional process improvement initiatives.
· Assist in developing and implementing training programs to improve the quality and productivity of the team.
· Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
· Investigates discrepancies, finds and implements solutions.
· Creates business cases and manages enhancements. Presents high quality data findings and identifies needs and creates and distributes standard communications. Maintains departmental content in all channels. With manager oversight, develops and implements communication plans.
· Responds to escalations, providing root cause analysis and recommendations. Develops remediation plans and drives to a resolution with minimal guidance from their Manager.
People Management:
· Leading and developing a team of 10 or more Associates and Specialists responsible for the overall direction, performance management, coordination and evaluation of the team. Managing the team to ensure high service delivery and execution.
· Actively participate in and drive a continuous improvement culture. Identifying and eliminating barriers to accuracy, productivity, and quality.
· Achieve performance goals and objectives in line with the network wide vision and goals.
· Carry out supervisory responsibilities in accordance with Amazon policies and procedures additional responsibilities include: interviewing, training and motivating employees planning, assigning and directing work rewarding and disciplining employees and effective conflict resolution.
· Communicating policies to Associates and becoming the primary information source for staff following-up to ensure compliance and consistency taking corrective action as necessary and documenting the issue and actions taken.
Customer Service:
· Responds to queries from the team, internal business partners, candidates and customers including high level leadership teams.
· Managing key stakeholders (both internal and external) and partnering with them for process enhancement.
Subject Matter Expertise:
· Acts as a Subject Matter Expert for customers and the team.
· Deep knowledge in one or more areas such as Payroll and Employee Life Cycle, Benefits and Leave of Absence.
· Skip level escalation point for any process related issue.
· Performs audits of the team's work. Assists in developing and approving guidelines.
Basic Qualifications
· 5+ years of international contact center experience required. Applicant will also need to have been in a People Management role (with a direct reporting relationship) and should have a minimum of 2 to 3 years of experience in such a role.
· Experience with call handling and HR case management tools is mandatory.
· Bachelor's degree required from an accredited university.
· Superior attention to detail, and the ability to prioritize tasks in a fast-paced and rapidly changing HR environment.
· Experience creating process documentation.
· Exceptional communication and organizational skills.
· Ability to self-audit for a very high level of accuracy.
· Ability to prioritize workflow daily and ensure service levels are achieved at all times.
· Microsoft office experience required - Proven experience working with Windows, Word, Excel, and PowerPoint.
· Established subject matter expertise in client servicing.
· Knowledge of an organization's inter-department relationships and the ability to work with all levels of an organization.
· Flexible in working in a 24/7 environment.
Preferred Qualifications/Experience in HR Applications:
· PeopleSoft.
· ADP - US Payroll tool.
· Time and Attendance System.
· Trouble Ticketing - Service Request Workflow Web Application
BASIC QUALIFICATIONS
Basic Qualifications
· 5+ years of international contact center or HR experience required. Applicant will also need to have been in a People Management role (with a direct reporting relationship) and should have a minimum of 2 to 3 years of experience in such a role.
· Experience with call handling and HR case management tools is mandatory.
· Bachelor's degree required from an accredited university.
· Superior attention to detail, and the ability to prioritize tasks in a fast-paced and rapidly changing HR environment.
· Experience creating process documentation.
· Exceptional communication and organizational skills.
· Ability to self-audit for a very high level of accuracy.
· Ability to prioritize workflow daily and ensure service levels are achieved at all times.
· Microsoft office experience required - Proven experience working with Windows, Word, Excel, and PowerPoint.
· Established subject matter expertise in client servicing.
· Knowledge of an organization's inter-department relationships and the ability to work with all levels of an organization.
· Flexible in working in a 24/7 environment.
PREFERRED QUALIFICATIONS
Preferred Qualifications/Experience in HR Applications:
· PeopleSoft.
· Time and Attendance System.
· Trouble Ticketing - Service Request Workflow Web Application.

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