Contact Center Service Leader, HR Employee Resource

hace 2 semanas

San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

Bachelor’s degree or equivalent experience
- 5+ years as manager of managers, directly leading large-scale customer-facing operations
- 5+ years HR experience
- Lean Six Sigma certification or verifiable training, or equivalent

Job summary
Are you an experienced Operations Manager looking to have a global influence at Amazon? The Corporate Support Service Leader is responsible for the overall performance and service delivery of the EMEA & APAC ERC Corporate Support Operations team. This role sets the vision and direction for the team by driving continuous innovation and creating a working environment that attracts and retains top talent. The Service Leader is fully accountable for the results and performance of the Corporate Support Operations team, building flexible working models to enable Amazon-level service delivery at optimum cost and quality.

If you have strong program management skills, the ability to work across many functions and cultures, and coordinate resources from a great number of stakeholders, you’ll feel right at home in this role.

You’ll be responsible for managing a new HR service for Amazonians. You’ll build and lead a team of frontline specialists working to solve problems on behalf of Amazonians.

This role is inherently cross-functional -- you will work closely with technology, design, business operations, finance, strategic communications, and support teams to build, lead and evolve this business initiative. You will proactively identify and resolve strategic issues, as well as secure and schedule the resources necessary to deliver employee and partner-focused outcomes. Other key responsibilities include monitoring the execution of the program across various geographies and ensuring appropriate levels of quality to maintain the overall employee experience.
- The ability to think strategically and analytically about business, product, and technical challenges, with the ability to work cross-functionally. A keen sense of ownership and drive are a must.
- Experience forming specialized support or operations teams.
- Experience planning and executing complex projects across multiple organizations and stakeholders.
- Ability to think strategically, execute methodically, and drive continuous innovation.
- Demonstrated ability to dive deep in understanding our business, HR products and services, and Amazon HR landscape.
- Relentless desire to exceed company and customer expectations.
- Driving projects through to implementation.
- Willingness to travel, both domestic & international.

**People Management**:

- Lead and manage a team of frontline associates (HR Specialists) and an international manager of frontline associates
- Ensure delivery of required staffing levels
- Create a team culture that promotes a growth mindset throughout all levels of the organization
- Participate in or sponsor ERC improvement projects, involving high-level interaction with cross-functional teams
- Manage the career growth and development of the team by driving focus on Amazon’s Core Values and Leadership Principles
- Develop, implement, and improve upon employee engagement activities and rewards and recognition programs
- Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments
- Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and developing employees; and effective conflict resolution

**Operations Management**:

- Ensure all key performance indicators are met or exceeded
- Maintain a complete and thorough understanding of technical systems in a complex virtual environment
- Understand and correctly utilize resources provided by internal systems, departments, policies, and procedures.
- Develop and achieve performance goals and objectives in order to achieve customer promise expectations.
- Drives creation of schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives
- Reports regularly to senior leaders on the status of operational health within the organization
- May be required to work or respond to escalations on weekends and/or evenings
- Master’s degree or equivalent, MBA is preferred
- PHR, GPHR, or SPHR certification (or equivalent) strongly preferred
- Leadership experience managing changes and critical issues in a highly dynamic environment
- Experience with process improvement and operational excellence
- Ability to communicate vision and drive execution and work seamlessly with both technical teams and business teams
- Ability to attract, retain, and develop top talent
- Experience staying connected to the details of the business
- Inspirational people manager adept at managing a specialized organization
- Experience with AWS, Cloud Computing, or technical support industry

  • Contact Center Service Leader, Hr Employee Resource

    hace 4 semanas

    San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Bachelor's degree or equivalent experience- 5+ years as manager of managers, directly leading large-scale customer-facing operations- 5+ years HR experience- Lean Six Sigma certification or verifiable training, or equivalentJob summaryAre you an experienced Operations Manager looking to have a global influence at Amazon?The Corporate Support Service Leader...

  • Employee Resource Center Associate

    hace 2 semanas

    San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Fluency in Spanish & English. - HR experience or 2+ years of customer service experience - Computer literacy (Excel, Work, PowerPoint, Outlook). - Ability to work in international teams where team members are in different locations and belong to different cultures. - Excellent verbal and written communication skills - Must be complying with quality and...

  • Employee Resource Center Associate Seasonal

    hace 2 semanas

    San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Fluency in Spanish & English.- HR experience or 2+ years of customer service experience- Computer literacy (Excel, Work, PowerPoint, Outlook).- Ability to work in international teams where team members are in different locations and belong to different cultures.- Excellent verbal and written communication skills- Must be complying with quality and...

  • Hr Specialist

    hace 4 semanas

    San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Bachelor's degree or 2+ years equivalent experience- 2+ years contact center and/or contact operations experience in a corporate environment, or equivalent experience.May be substituted for 2+ years HR experience.- Bi-lingual in Spanish and EnglishJob summaryJoin Amazon's HR Employee Resource Center (ERC) team and help make a difference for all Amazonians!We...

  • Process Improvement Specialist, HR Contact Center

    hace 3 semanas

    San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    3+ years experience in program or project management - Experience using data and metrics to drive improvements - Experience working cross functionally with tech and non-tech teams Job summary Amazon’s Employee Services (ES) Employee Resource Center Disability Leave Services (ERC DLS) team is looking for an exceptionally motivated, talented and...

  • Hr Coordinators Team Leader

    hace 4 semanas

    San José, San José, Costa Rica Lonza A tiempo completo

    Today, Lonza is a global leader in life sciences operating across three continents.While we work in science, there's no magic formula to how we do it.Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people.In exchange, we let our people own their careers.Their ideas, big and small, genuinely...

  • Costa Rica It Resource Center Manager

    hace 3 semanas

    San José, San José, Costa Rica Emerson A tiempo completo

    **RESPONSIBILITIES****Resource Center Manager**:- **Functional Management **- build strong relationships with each of the functional managers and develop a collaboration cadence to ensure alignment of priorities.Where applicable, ensure the teams have the resources, tools, processes, discipline, and capacity necessary to execute upon the agreed projects,...

  • HR Coordinators Team Leader

    hace 2 semanas

    San José, Costa Rica Lonza A tiempo completo

    Costa Rica, San JoseToday, Lonza is a global leader in life sciences operating across three continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas,...

  • Hr Coordinators Team Leader

    hace 4 semanas

    San José, Costa Rica Lonza A tiempo completo

    Costa Rica, San JoseToday, Lonza is a global leader in life sciences operating across three continents.While we work in science, there's no magic formula to how we do it.Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people.In exchange, we let our people own their careers.Their ideas, big and...

  • Hr Specialist

    hace 4 semanas

    San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Bachelor's degree or 2+ years equivalent experience- 2+ years contact center and/or contact operations experience in a corporate environment, or equivalent experience.May be substituted for 2+ years HR experience.- Bi-lingual in Spanish and EnglishJob summaryJoin Amazon's HR Employee Resource Center (ERC) team and help make a difference for all AmazoniansWe...

  • Hr Generalist

    hace 4 semanas

    San José, San José, Costa Rica Synter Resource Group Srl A tiempo completo

    **Job Title**: Human Resource Generalist**Location**:Costa Rica**Description**:The Human Resource Generalist will run the daily functions of the Human Resource (HR) department including hiring and interviewing staff, administering pay, benefits, and leave, and enforcing company policies and practices.**Reports to**:HR Manager, Site Director, President, CFO,...

  • HR Advisor

    hace 2 semanas

    San José, Costa Rica Intel A tiempo completo

    You may know Intel for our processors, but we do so much more. Intel's products are at the cutting edge of technology and make amazing experiences possible for business and society and every person on Earth. In HR at Intel we enable this amazing innovation by supporting our Intel employees in all their HR needs. We work together to deliver trusted HR...

  • Hr Advisor

    hace 3 semanas

    San José, San José, Costa Rica Intel A tiempo completo

    You may know Intel for our processors, but we do so much more.Intel's products are at the cutting edge of technology and make amazing experiences possible for business and society and every person on Earth.In HR at Intel we enable this amazing innovation by supporting our Intel employees in all their HR needs.We work together to deliver trusted HR services...

  • Supervisor Contact Center

    hace 2 semanas

    San José, San José, Costa Rica Auto Star A tiempo completo

    **Descripción**:Organizar y dirigir al personal del Contact Center con el objetivo del cumplimiento de los KPIs del área tales como tasa de contactabilidad, tiempos de contacto, generación de oportunidades de venta y experiência de usuario en Servicio al Cliente.

  • HR Advisor

    hace 1 semana

    San José, Costa Rica Intel A tiempo completo

    You may know Intel for our processors, but we do so much more. Intel's products are at the cutting edge of technology and make amazing experiences possible for business and society and every person on Earth. In HR at Intel we enable this amazing innovation by supporting our Intel employees in all their HR needs. We work together to deliver trusted HR...

  • Hr Advisor

    hace 3 semanas

    San José, San José, Costa Rica Intel A tiempo completo

    You may know Intel for our processors, but we do so much more.Intel's products are at the cutting edge of technology and make amazing experiences possible for business and society and every person on Earth.In HR at Intel we enable this amazing innovation by supporting our Intel employees in all their HR needs.We work together to deliver trusted HR services...

  • Temporary Hr Advisor

    hace 4 semanas

    San José, Costa Rica Intel A tiempo completo

    You may know Intel for our processors, but we do so much more.Intel's products are at the cutting edge of technology and make amazing experiences possible for business and society and every person on Earth.In HR at Intel we enable this amazing innovation by supporting our Intel employees in all their HR needs.We work together to deliver trusted HR services...

  • Erc Associate

    hace 4 semanas

    San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Fluency in Spanish & English. - HR experience or 2+ years of Amazon experience - Computer literacy (Excel, Work, PowerPoint, Outlook). - Ability to work in international teams where team members are in different locations and belong to different cultures. - Excellent verbal and written communication skills - Must be complying with quality and productivity...

  • HR Advisor

    hace 4 semanas

    San José, Costa Rica INTEL A tiempo completo

    You may know Intel for our processors, but we do so much more. Intel's products are at the cutting edge of technology and make amazing experiences possible for business and society and every person on Earth. In HR at Intel we enable this amazing innovation by supporting our Intel employees in all their HR needs. We work together to deliver trusted HR...

  • Agente De Contact Center

    hace 4 semanas

    San José, San José, Costa Rica Inchcape A tiempo completo

    **Inchcape **es el distribuidor automotriz líder a nível global, con presencia en más de 40 países.Somos socios estratégicos de 40 de las marcas automotrices más importantes, impulsando una movilidad mejor, para hoy y para el futuro.Somos un equipo diverso y global, formado por más de 20.000 personas, que fomenta una cultura de inclusión y...