Job summary

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 

This role provides guidance to high-level leadership, develops & documents process, procedures and project framework in trelated 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.

he 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.

BASIC QUALIFICATIONS

• Italian or French and English language proficiency
• A completed Bachelor’s Degree from an accredited university.
• Basic Italian legislation knowledge pertaining to HR & Labor.
• Proven ability to manage customer contacts in a fast-paced environment.
• At least +2 years at Amazon or 5 year of equivalent work experience.
• Superior attention to detail.
• High judgement.
• Strong research and Root-Cause Analysis.
• Demonstrated ability to independently problem-solve.
• Must have a consistent record of exceeding KPI expectations.
• Proven experience working cross-functionally to solve complex problems.
• Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards.
• Excellent interpersonal skills with the ability to communicate at all levels within and outside the organization

PREFERRED QUALIFICATIONS

• 3+ years as HR Generalist, HR Specialist or Contact Center in a corporate environment.
• Proven ability to identify process defects, make recommendations for process improvements, and implement process improvements.
• Master’s Degree in Business or HR related field.
• Strong relationship building skills.
• High degree of HR process and policy knowledge.
• Experience working with senior leaders.