Erc Team Manager
hace 3 semanas
2+ years of experience of managing a team and/or equivalent Amazon Employee Services experience.
- Proven experience towards driving team performance (meeting key performance indicator metrics, coaching associates and performance management).
- Bachelor's degree or advanced college education in a related field (Human Resources, Business Administration, Psychology, Industrial Engineering or alike)
- Excellent verbal and written communication skills.
- Willing to work a flexible schedule (as we support a 24x7 operations).
- Must be complying with quality and productivity standards as applicable to your respective team.
- Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
- Strong command of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
- Ability to work independently and thrive in a fast-paced environment.
Job summary
Join Amazon's HR team and help make a difference for all Amazonians
We are currently looking for an ERC Team Manager,to join our team.
If you have relentless desire to drive process improvement and motivate and lead a team of exceptionally driven, customer-obsessed associates and specialists, all while analyzing systemic issues and implementing solutions to challenging problems, we have the career you're looking for
The ERC Team Manager, sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels.
Key job responsibilities
**People Management**:
- Leads and develops a team of 15-25 associates, responsible for the overall direction, performance management, coordination and evaluation of the team.
Manages the team and ensures high service delivery and execution.
- Actively participates in and drives the continuous improvement culture through 'kaizen' and lean projects.
Identifies and eliminates barriers to accuracy, productivity, and quality.
- Achieves performance goals and objectives in line with the network wide vision and goals.
- Communicates policies to associates and become 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.
- Manages the workflow of the team to maintain service levels and ensure equitable workloads among team members.
- Carries 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 disciplining employees; and effective conflict resolution.
**Project Management and Communication**:
- Identifies customer impacting issues and implementing solutions and process improvements to increase customer satisfaction.
Participates in cross-functional process improvement initiatives.
- Assists in developing and implementing training programs to improve the quality and productivity of the team.
- Drives process improvements to enhance the operational efficiency of the site.
Understands and effectively utilizes 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.
- Identifies need, 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 recommendation.
Develops remediation plan and drives to resolution with mínimal guidance from Manager.
**Customer Service**:
- Manages key stakeholders both internal & external & partnering with them for process enhancement.
**Subject Matter Expertise**:
- Acts as a Subject Matter Expert for customers, team and vendors.
- General understanding of HR Services workload and priorities.
- Knows and interprets basic legal stipulations.
- Knows and works with outside sources to develop interpretations and solutions for complex issues.
- Performs audits of team's work.
Assists in developing and approving guidelines.
- Advocates for HR Services.
- Team manager experience
- 3 - 5 years of related experience.
HR contact center preferred.
- PHR, GPHR, or SPHR certification.
- Ability to handle projects using the Project Management principles and methodology.
- Knowledge of Lean Six Sigma.
- Third Language proficiency is an added advantage.
- Strong attention to detail and organizational skills.
- Project management leadership skills
-
Erc Team Manager, Dls
hace 2 semanas
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo1+ years of related contact center management experience- 2+ years or more people management experience- Bachelor's degree or advanced college education- Experience working in a contact center environment- Experience conducting interviews and making effective hiring decisions- Demonstrated customer service and communication skills, both verbal and in...
-
Erc Team Manager, Dls A, Erc Dls
hace 5 días
San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo1+ years of related contact center management experience- 2+ years or more people management experience- Bachelor's degree or advanced college education- Experience working in a contact center environment- Experience conducting interviews and making effective hiring decisions- Demonstrated customer service and communication skills, both verbal and in...
-
ERC Team Leader
hace 3 días
San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoJob OverviewWe are seeking a highly skilled ERC Team Manager to join our team at Amzn Support Srvcs Costa Rica. As an ERC Team Manager, you will be responsible for leading and developing a team of 15-25 associates, responsible for the overall direction, performance management, coordination and evaluation of the team.The ideal candidate will have 3-5 years of...
-
Erc Manager
hace 2 semanas
San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoBachelor's degree or 3+ years Amazon experience, or 5+ years equivalent work experience- 3+ years as manager in contact center experience in a corporate environment or similar frontline operation- 3+ years HR experience (HR Specialist preferred)- Proficient in English, both verbal and writtenJob summaryJoin Amazon's HR team and help make a difference for all...
-
Erc Manager
hace 2 semanas
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoBachelor's degree or 3+ years Amazon experience, or 5+ years equivalent work experience- 3+ years as manager in contact center experience in a corporate environment or similar frontline operation- 3+ years HR experience (HR Specialist preferred)- Proficient in English, both verbal and writtenJob summaryJoin Amazon's HR team and help make a difference for all...
-
Erc Team Manager, Erc Americas Non Us
hace 2 semanas
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo2+ years of ERC Amazon experience - Currently in an L4 position - Proven experience towards driving team performance (meeting key performance indicator metrics, coaching associates and performance management). - Bachelor's degree or advanced college education in a related field (Human Resources, Business Administration, Psychology, Industrial Engineering or...
-
Erc Team Manager
hace 3 semanas
San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoJob SummaryWe are currently seeking an ERC Team Manager to join our team at Amazon. This role is ideal for individuals who are driven to improve processes, motivate and lead a team of high-performing associates and specialists, while analyzing complex issues and implementing solutions.About the RoleThe ERC Team Manager will set the vision, direction, and...
-
Erc Team Manager, Erc Americas Non Us
hace 1 semana
San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo2+ years of ERC Amazon experience- Currently in an L4 position- Proven experience towards driving team performance (meeting key performance indicator metrics, coaching associates and performance management).- Bachelor's degree or advanced college education in a related field (Human Resources, Business Administration, Psychology, Industrial Engineering or...
-
Erc Team Manager
hace 3 días
San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo2+ years of experience of managing a team and/or equivalent Amazon Employee Services experience.- Proven experience towards driving team performance (meeting key performance indicator metrics, coaching associates and performance management).- Bachelor's degree or advanced college education in a related field (Human Resources, Business Administration,...
-
Erc Trainer
hace 2 semanas
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoMust have 3+ years of training experience- For internals must be Level 3 or Level 4- Be in good standing, no Disciplinary Actions.- Ability to interact and build rapport with employees of all levels- Experience communicating and presenting information to groups in a way that is understandable and easy to follow.- Proficiency with Microsoft Office tools such...
-
Erc Associate
hace 2 semanas
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoCustomer service industry experience (at least 6 months). - Microsoft Office Proficiency (Word, Excel, Outlook). - Experience dealing with customers and use of empathy skills - Fluent communication and writing skills in English (85%). - Schedule flexibility (as we support a 24x7 operations). - Ability to manage confidential and sensitive employee information...
-
Erc Associate
hace 3 semanas
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoCustomer service industry experience (at least 6 months).- Microsoft Office Proficiency (Word, Excel, Outlook).- Experience dealing with customers and use of empathy skills- Fluent communication and writing skills in English (85%).- Schedule flexibility (as we support a 24x7 operations).- Ability to manage confidential and sensitive employee information and...
-
Erc Associate
hace 3 semanas
San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoCustomer service industry experience (at least 6 months).- Microsoft Office Proficiency (Word, Excel, Outlook).- Experience dealing with customers and use of empathy skills- Fluent communication and writing skills in English (85%).- Schedule flexibility (as we support a 24x7 operations).- Ability to manage confidential and sensitive employee information and...
-
Erc Italianteam Manager
hace 3 semanas
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoItalian and English native or C1 proficiency- 2+ years of experience of managing a team and/or equivalent Amazon Employee Services experience.- Proven experience towards driving team performance (meeting key performance indicator metrics, coaching associates and performance management).- Bachelor's degree or advanced college education in a related field...
-
Erc Italianteam Manager
hace 3 días
San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoItalian and English native or C1 proficiency- 2+ years of experience of managing a team and/or equivalent Amazon Employee Services experience.- Proven experience towards driving team performance (meeting key performance indicator metrics, coaching associates and performance management).- Bachelor's degree or advanced college education in a related field...
-
Erc Italianteam Manager
hace 3 semanas
San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoJob SummaryAn ERC Team Manager is sought to join Amazon's HR team, responsible for driving process improvement and motivating a team of associates. The successful candidate will have a relentless desire to analyze systemic issues and implement solutions to challenging problems.About the RoleThis role sets the vision, direction, and culture of their teams by...
-
Erc Sr. Specialist
hace 3 semanas
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoA completed Bachelor's Degree from an accredited university.- 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.- Exemplify high judgement.- Strong research and Root-Cause Analysis.- Demonstrated ability to independently problem-solve.-...
-
Erc Sr. Specialist
hace 5 días
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoA completed Bachelor’s Degree from an accredited university. - 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. - Exemplify high judgement. - Strong research and Root-Cause Analysis. - Demonstrated ability to independently...
-
Erc Workforce Management Senior Analyst, Erc Wfm
hace 2 semanas
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo4+ years of WFM/Business Intelligence experience or equivalent - 3+ years of experience in customer support operations - Experience in developing reports and dashboards using OBIEE, SQL, QuickSight or other reporting platforms - Bachelor's degree or significant college course work, or preferably in Engineering, Business Administration, Mathematics, Science...
-
Sr. Admin Emp Svcs Erc
hace 2 semanas
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo3+ year as HR Generalist or Contact Center in a corporate environment- Proven ability to manage customer contacts in a fast-paced environment- Schedule flexibility, including weekends (shifts may vary from 6:00 a.m. to 10:00 p.m.)- Track record of exceeding operations KPI, such as Quality Assurance (QA)- Superior attention to detail.- Strong research and...
