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Amazon ERC

The Employee Resource Center (ERC) is the first point of contact for employees, managers, and HR at Amazon regarding pay, attendance, timecards, and policies. The ERC Sr. Associate will work with the ERC team to provide HR services and support to North American employees. Key responsibilities include receiving and logging queries, resolving issues using various tools, responding to policy inquiries, ensuring service level standards are met, and taking ownership of query resolution while maintaining data privacy. The role requires shifts and rotational weekly off periods on a 5 day work week schedule.

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Nicole Farquharson
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2K views5 pages

Amazon ERC

The Employee Resource Center (ERC) is the first point of contact for employees, managers, and HR at Amazon regarding pay, attendance, timecards, and policies. The ERC Sr. Associate will work with the ERC team to provide HR services and support to North American employees. Key responsibilities include receiving and logging queries, resolving issues using various tools, responding to policy inquiries, ensuring service level standards are met, and taking ownership of query resolution while maintaining data privacy. The role requires shifts and rotational weekly off periods on a 5 day work week schedule.

Uploaded by

Nicole Farquharson
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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AMAZON ERC

ABOUT
• The umbrella of Employee Services includes the following teams: the
Employee Resource Center (ERC), Onboarding, People Portal and
Payroll Support, Data Management, Exits, and Internal Transfers.
• ERC is the first point of contact for Employees, Managers and the HR
community in Amazon when they need any help with their pay, attendance,
timecards, policy etc.
JOB DESCRIPTION
• The Employee Resource Center (ERC) Sr. associate will work closely with
the ERC team in the US to provide a variety of HR services to North
American Employees. We have an immediate need for dedicated
professionals to join ERC in their HR Contact Center. Be the voice of ERC,
as the first point of contact for Employees, Managers and the HR
community. Deliver highest standards of service in any customer
interaction and ensuring an accurate, efficient & personalized resolution of
queries through effective usage of systems, tools & resources.
ROLES AND RESPONSIBLE
• Receive & log all queries received through phone & email in Panorama / Trouble
Ticketing tool
• Responsible to work on Panorama/Ticketing tools to resolve the queries received
from the employee
• Responding to inquiries regarding policies and programs including benefits,
attendance, payroll deductions, etc.
• Adhere to defined processes and ensure delivery in accordance with set quality
standards
• Thorough knowledge of policies & processes for multiple Customers group
• Ensure the Service level are achieved at all times for HRS processes
• Innovative with a commitment to change and process improvement applying
KAIZEN and LEAN methodologies
• Integrity and discretion in dealing with sensitive information and ensure data
privacy at all times
• Take ownership for query resolution and individual metric
TIME
• Shifts: Rotational (it is a 24*7 shift environment and shifts are rotational,
changes every 3-4 months’)

• Weekly Off: Rotational two consecutive day off (it is a 5-day working week
with 2 consecutive days off. The off days may change every 3-4 months)

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