ERC Subject Matter Expert, DLS

Job description

DESCRIPTION

Join Amazon's Employee Resource Center (ERC) team and help make a difference for all Amazonians. The ERC provides HR assistance to Amazon employees, in the form of accurate, consistent, and timely responses to inquiries from various contact channels – phone, web case and chat. The ERC primarily exists to help Amazon employees find answers to their questions and solve their complex HR problems. The ERC team is comprised of approximately 900 associates supporting Amazon employees in 49 countries and 14 languages. ERC associates are located in eight locations globally.

We are currently looking for an HR Specialist to join our team as an ERC Subject Matter Expert (SME), supporting ERC employees in the newly created ERC DLS team. The ERC SME, DLS will support ERC employees who answer questions from Amazonians relating to the Leave and Disability space. The ERC SME, DLS helps ERC employees with difficult cases by sharing knowledge and referring them to the correct resources. They help the content, quality and training teams create accurate and complete content for ERC employees to utilize, and they identify gaps in these resources and escalate them for action. The ERC SME, DLS also handles directly the most escalated or difficult cases within the scope of the ERC DLS team.

Successful candidates will have strong subject matter knowledge in Amazon's leave and disability processes, and a fundamental understanding of US leave and disability regulation. They will possess clear communication skills and the ability to explain complex situations and subject matter with simplicity. They possess strong customer obsession, insist on the highest standards, and a desire to help others expand their knowledge. They will also look up and downstream of existing processes to identify gaps and broken processes, and work with the appropriate partners to close those gaps, all in service of a better customer experience.

Key responsibilities include:
· Assist ERC DLS team with real-time support for complex contacts.
· Escalate urgent issues to partner teams and work directly with partners to achieve resolution.
· Assist with the ongoing learning of the ERC DLS team; identify and close gaps in knowledge and delivery of training in their expertise field.
· May assist in the delivery of training content related in support of ongoing learning of the ERC associate population.
· Ensuring team readiness by planning and preparing for seasonal contact drivers.
· Disseminate information about process changes to the team and ensure documentation is complete in Knowledge Base and other relevant systems.
· Work closely with leadership, quality and training to identify trends, misses and gaps in the team's performance/knowledge; flag to the appropriate party for coaching.

· Directly handle complex or escalated contacts within the ERC DLS team's scope.

Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.

Desired profile

BASIC QUALIFICATIONS

· 2+ years of Amazon Disability and Leave experience
· Experience working with both Leave and Accommodations
· Bachelor's Degree education in a related field (Human Resources, Business Administration, Psychology, Industrial Engineering or alike)