Erc Sr. Specialist

A 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.
- Must have a consistent record of exceeding KPI expectations.
- Proven experience working cross-functionally to solve complex problems.
- Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards.
- Excellent interpersonal skills with the ability to communicate at all levels within and outside the organization.

Job summary
The Sr. ERC Specialist (HR Specialist II) primarily supports employees in the US via calls, cases and chats, owning end-to-end resolution of the issue. They also participate in projects and initiatives affecting US employees across the region, including vendor support.

The ERC Sr. Specialist is responsible for developing and approving guidelines for other ERC Specialists, Sr. Admins, and junior Admins. They own the business relationship and engagement with partner teams’ Program Managers who own vendor relationship to ensure SLAs, service, and opportunities are properly communicated and addressed. This role provides guidance to high-level leadership, develops & documents process, procedures and project framework in the specific knowledge area or POD, and leads project/program initiatives to support ERC Operational goals and continuous service improvement. Additionally, the ERC Specialist II leads some of the new key strategies to improve ERC Service Delivery and the employee experience.

Key job responsibilities
**Employee contact handling**: Take employee calls, cases and chats that are transferred to them by ERC Sr. Admins in a contact center environment.
**Escalations**: Handle high-level complex escalations within the ERC US FC, Ops, and Corporate scope. Create guidelines, assign, monitor, support, and audit work of other Specialists to resolve highly-complex cases.
**Decision Making**: Make high judgment recommendations in the absence of clear guidance.
Process and Service Delivery Management (medium-high complexity): Serve as highest process consultant POC to ERC PMO, ERC Leadership, Tool Program Managers, ERC SMEs and partner team POCs. Make high judgement recommendations in the absence of clear guidance. Identify and eliminate root causes of high-volume contacts and defects (low QA/HMD, escalations, etc.). Get alignment with ERC Operation strategy to ensure seamless service delivery.
**Project Management**: Develop project plans, secure resources, and collaborate effectively across stakeholders and teams to define strategy, goals, and commitment to timelines and deliverables. Lead the execution of the communication and training strategy, coordination of activities, change management recommendations and development of materials.
**Data analysis**: Use data to facilitate systemic changes. Present recommendations to improve the employee experience based on data and trend analysis.
**Communication/ Stakeholder management**: Build and maintain successful partnerships with the respective HR Services team, Payroll teams, Program Stakeholders and key business sponsors across Global HR Services to remain up to date on their changes and business strategy. Escalate broken processes to partner teams and recommend solutions to improve overall customer experience.
**Process Improvement**: Support process enhancements, process redesign and best practice sharing. Remove barriers and bridge gaps between ERC and the employee experience. Identify and eliminate root causes of high-volume contacts or defects. Track lessons learned from escalations and create retrospective with lessons learned.

A day in the life
- 3+ years as HR Generalist, HR Specialist or Contact Center in a corporate environment.
- Basic US legislation knowledge pertaining to HR & Labor.
- Proven ability to identify process defects, make recommendations for process improvements, and implement process improvements.
- Master’s Degree in Business or HR related field.
- Strong relationship building skills.
- High degree of HR process and policy knowledge.
- Experience working with senior leaders.