HR Contact Center Leader in Bucuresti

DESCRIPTIONJob summaryJoin 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 connect employees with content and data not available through intuitive self-service, and to intake process defects and workflow these to relevant resolution teams. 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 ERC Service Delivery Manager, Disability and Leave Services to join our team. The ERC Service Delivery Manager, DLS, is responsible for all day to day operations of the ERC DLS service. They monitor KPIs to ensure an optimal customer experience. They look up and downstream to anticipate issues and develop mitigating strategies to prevent service impacts. They work with the ERC Regional Service Leader to develop strategic goals for the DLS service, and engage in goal setting and execution efforts to continually improve the DLS service on behalf of the ERC.This individual will manage and lead a team of ERC Managers and an organization of ERC Associates who provide services in the disability, leave, and accommodation space. They are responsible for all people management activities for this organization, including talent development, retention, performance management, and succession planning. They will ensure performance objectives are met, build positive employee relations, and build leadership strength within the ERC. The ERC Service Leader, DLS, will cultivate a culture of excellence, customer obsession, and continuous improvement. If you have a relentless desire to utilize your operational expertise to drive results for Amazon's internal customers, and lead an organization of exceptionally driven, customer-obsessed leaders and associates, we have the career you’re looking for! Successful candidates will demonstrate:Strong contact center operational skills.Strong internal and external customer service focus.Ability to prioritize quality and customer experience while still prioritizing efficiency and operational execution.The ability to develop and execute against business goals.Experience with rapid and complex changing work environment.Success in creating and driving effective employee relations, retention and reward programs.The ability to identify risk in the operation and introduce mitigation steps to prevent issues from being realized.The ability to quickly identify problems and drive appropriate solutions.Create a culture of excellence in which associates are both driven and supported to succeed.BASIC QUALIFICATIONSBachelor's degree or advanced college education6+ Years of related management experience. Contact center experience a must.Experience and success in delivering results against operational goalsExperience managing managers.Experience conducting interviews and making effective hiring decisionsPolished English communication skills, both verbal and in writingStrong judgment and instincts. Ability to manage escalations to resolution.PREFERRED QUALIFICATIONSLeave and/or Accommodations experience.Knowledge of US federal and state leave and disability lawsDetail orientation with ability to analyze, problem solve, organize and manage multiple priorities.Strong systems knowledge. Experience PeopleSoft, Excel, Oracle, SAP, ADP or other HR management and Payroll systems as well as call center applications.Ability to handle projects using the Project Management principles and methodology.