People Operations Manager
hace 17 horas
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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