ERC Team Manager in Calle Blancos, Costa Rica

Join Amazon's HR team and help make a difference for all Amazonians! We are currently looking for a Manager, ERC Client Services to join our team.

If you have relentless desire to drive process improvement and motivate and lead a team of exceptionally driven, customer-obsessed associates and specialists, all while analyzing systemic issues and implementing solutions to challenging problems, we have the career you’re looking for!

The Manager, ERC Client Services sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels.

Position Responsibilities

Project Management and Communication:

  • Identifies customer impacting issues and implementing solutions and process improvements to increase customer satisfaction. Participates in cross-functional process improvement initiatives.

  • Assists in developing and implementing training programs to improve the quality and productivity of the team.

  • Drives process improvements to enhance the operational efficiency of the site. Understands and effectively utilizes resources provided by internal systems, departments, policies, and procedures.

  • Investigates discrepancies, finds and implements solutions.

  • Creates business cases and manages enhancements. Presents high quality data findings.

  • Identifies need, creates and distributes standard communications. Maintains departmental content in all channels. With manager oversight, develops and implements communication plans.

  • Responds to escalations, providing root cause analysis and recommendation. Develops remediation plan and drives to resolution with minimal guidance from Manager.

People Management:

  • Leads and develops a team of 20-25 associates and Specialists; responsible for the overall direction, performance management, coordination and evaluation of the team. Manages the team and ensures high service delivery and execution.

  • Actively participates in and drives the continuous improvement culture through ‘kaizen’ and lean projects. Identifies and eliminates barriers to accuracy, productivity, and quality.

  • Achieves performance goals and objectives in line with the network wide vision and goals.

  • Communicates policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

  • Manages the workflow of the team to maintain service levels and ensure equitable workloads among team members.

  • Carries out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

Customer Service:

  • Responds to queries from team, internal business partners, candidates, and customers including high level leadership teams.

  • Managing key stakeholders both internal & external & partnering with them for process enhancement.

Subject Matter Expertise:

  • Acts as a Subject Matter Expert for customers, team and vendors · General understanding of HR Services workload and priorities.

  • Knows and interprets basic legal stipulations.

  • Knows and works with outside sources to develop interpretations and solutions for complex issues.

  • Performs audits of team’s work. Assists in developing and approving guidelines.

  • Advocates for HR Services.

  • Bachelor’s degree.

  • Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.

  • Excellent verbal and written communication skills.

  • Strong attention to detail and organizational skills.

  • Project management leadership skills.

  • Schedule flexibility (as we support a 24x7 operations)

  • 3 - 5 years of related experience. HR contact center preferred.

  • PHR, GPHR, or SPHR certification.

  • Ability to handle projects using the Project Management principles and methodology.

  • Knowledge of Lean Six Sigma.

  • Third Language proficiency is an added advantage.

AMZR Req ID: 558341

External Company URL: