People Operations Manager

hace 17 horas


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

About the Role:

The ERC Team Lead will play a critical role in driving employee engagement, improving productivity, and enhancing the overall employee experience at Amzn Support Srvcs Costa Rica. As a key member of our HR team, you will be responsible for leading a team of ERC Team Managers and/or Sr. Specialists, developing and implementing process improvements, and collaborating with internal stakeholders to drive business objectives.

Your Key Responsibilities:

  • Develop and implement process improvements to enhance employee engagement and productivity
  • Collaborate with internal stakeholders to drive business objectives and improve employee experiences
  • Lead a team of ERC Team Managers and/or Sr. Specialists, providing guidance and support to ensure high service delivery and execution
  • Manage the workflow of the team to maintain service levels and equitable workloads among team members
  • Carry out supervisory responsibilities in accordance with Amazon's policies and procedures

Requirements:

  • 3+ years as manager in contact center experience in a corporate environment or similar frontline operation
  • HR experience (HR Specialist preferred)
  • Proficient in English, both verbal and written
  • Prior experience driving processes improvements and specific skills in Gemba, Kaizen methodologies
  • Strong project management skills, excellent organizational and interpersonal skills
  • Ability to articulate top drivers of contacts and departmental metrics


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