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. This role is an integral part of the ERC Operation, as the Sr. ERC Specialist has deep understanding of HR Services both in processes and priorities. This role operates with considerable autonomy and discretion and holds subject matter expertise at the highest level and enables business communication between ERC leadership, other ERC Subject Matter Experts (SME), ERC Operations, and partner teams. 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.
Reporting: Create reports and present to senior leadership on trends to provide recommendations for improving the employee experience with ERC based on data.
A day in the life
As an ERC Sr. Specialist, you will act as a subject matter expert, handling employee contacts using all available resources and expertise to resolve escalated cases pending resolution on-time according to established service level agreement. You will build partnerships to influence different stakeholders, participate in process improvement initiatives, identifying-eliminating root causes of high-volume contacts and defects within the ERC operation, using data to facilitate systemic changes.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. For employees based in Colorado, this position starts at $64,300/yr. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. For more information regarding Amazon benefits, please visit https://www.amazon.jobs/en/benefits. Applicants should apply via Amazon’s internal or external careers site.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.