Erc Tools Coordinator Job in Amazon

DESCRIPTION

The Employee Resource Center (ERC) is a global team that provides HR assistance to Amazon employees and alumni, in the form of accurate, consistent, and timely responses to inquiries from numerous contact channels phone, email, web-case and in limited volumes, chat. The ERC has become a primary channel for HR support for the majority of Amazons global workforce, evolving into a virtual HR contact center offering a broad and expanding set of services. 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.


Overall Summary for this Role:

The ERC tools team is seeking a highly-motivated and detail oriented Tools Coordinator with strong communication and organizational skills to support ERC Program Managers. This position requires the ability to work with minimal direction, the capacity to work quickly and be flexible while delivering high-quality results. The candidate should have an eye for documenting business processes and troubleshooting defects. This is an amazing opportunity for someone looking to broaden their experience in program coordination.


Job Responsibilities:



Business Processes and Technology Support:



Work with the ERC tools Program Managers to document business processes and requirements across all our hubs in EMEA, APAC, LATAM and Costa Rica for Panorama (Salesforce), Amazon Connect and Knowledge base (Adobe Experience Manager- content system)
Support Sr. Program Manager, ERC Tools with Survey Automation & Verification process in IVR and act as a backup for making updates to situational messaging in IVR- Amazon Connect
Collaborate and Partner with ERC tools Program Managers to set up focus groups for Enhancements to our tools.
Work with the ERC tools Program Managers to coordinates the schedule for UAT testing
Assists ERC Content and Communications Specialists in building content for ERC Dash, Blurbs and Broadcast channels
Manage inbound and outbound communications including customer issues and requests received through the (SIM) intake process or trouble tickets
Troubleshoot and provide Tier 1 level support to our Frontline/Specialty Agents and ERC Managers
Generate defect tracking report and share with ERC Program Managers
Maintain and update SOPs/Outage document on Panorama, Connect and Knowledgebase
Maintain and update Wiki Page for the ERC tools team
Partner with Experiment team in India to learn the business process and execute experiments on internal and external service requests received by ERC team
Drive adoption and become a change advocate on integration of tools across the globe.

Project Updates:
Delivering projects on-time
Attending regular project meetings to provide project status updates
Process Improvement:
Identify opportunities for improving current program processes and customer experience
Create a tracking mechanism to collect feedback and ideas for process improvement
Document results and help ERC tools Program Managers in identifying strengths as well as area of improvement
Administrative Tasks:
Calendar Management: Create and maintain events calendar for the ERC tools team
Work with the ERC tools Program Managers to deliver support and services in sync with launch timelines

BASIC QUALIFICATIONS

Basic Qualifications
Bachelor's Degree or 2+ years of relevant work experience in Human Resources or Program Management
Strong skills using Microsoft Office Suite
Experience using HR software and databases
Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve

PREFERRED QUALIFICATIONS

Excellent time management skills and proficiency under pressure, proven ability to handle heavy schedule coordination.
Ability to continuously manage multiple high priority tasks, productivity-focused and proven to be a quick problem solver; proven ability to meet stringent deadlines.
Proven sense of urgency and agility to adjust with changing priorities.
Acute attention to detail, accuracy, and organization.
Self-driven and able to easily communicate creative ideas and collaborate in a team environment.
Excellent communication and interpersonal skills; English proficiency (written and verbal).
Willingness to dive deep, seek solutions, and make practical, customer-centric, decisions and suggestions.
Willingness to roll up your sleeves to get stuff done, support several projects at one time, and to accept re-prioritization as necessary
Ability to deliver high-quality work within tight timelines
Ability to follow through, work independently and take ownership of assigned responsibilities
Strong organizational skills and the ability to multi-task effectively