Team Lead for Background Check Operations

hace 2 días


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

We are seeking a highly skilled Team Manager to oversee the Background Check program support team. As a member of Amazon's Screening Services team, you will be responsible for developing and implementing HR plans and solutions to achieve strategic business initiatives.

This includes managing Background Check program support, including adjudication and employee screening services for US and Canada Transportation Programs. You will also be required to work with management to improve self-service tools, monitor policy and process updates as the programs grow.

Main Responsibilities
  • Identify customer-impacting issues and implement solutions to increase customer satisfaction.
  • Participate in cross-functional process improvement initiatives.
  • Develop and implement training programs to improve the quality and productivity of the team.
  • Maintain departmental content in all channels.
  • Respond to escalations, providing root cause analysis and recommendation.
People Management

You will lead and develop a team of Associates and Specialists, ensuring high service delivery and execution. Your responsibilities include:

  • Achieving performance goals and objectives in line with the network-wide vision and goals.
  • Communicating policies to associates and becoming the primary information source for staff.
  • Managing the workflow of the team to maintain service levels and ensure equitable workloads among team members.
Customer Service Expertise

You will act as a Subject Matter Expert for customers, team, and vendors, demonstrating general understanding of HR Services workload and priorities. Your key responsibilities include:

  • Developing interpretations and solutions for complex issues.
  • Performing audits of team's work.
  • Assisting in developing and approving guidelines.


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