Erc Manager, Dls

1+ years of experience on ERC DLS department.
- Bachelor's degree or advanced college education
- 4 years or more people management experience
- Experience working in a contact center environment
- Experience conducting interviews and making effective hiring decisions
- Demonstrated customer service and communication skills, both verbal and in writing
- Proficient in English, both verbal and written.

Job summary

We are currently looking for an ERC DLS Manager to join our team servicing Amazon employees’ questions in the Leave and Disability space. The ERC DLS Manager sets the vision, direction, and culture of their team by managing team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction. They identify broader customer impacting issues and implement solutions to drive quality and productivity while achieving real time desired service levels. The ERC DLS Manager is also responsible for all budgetary, people development and operations objectives for ERC DLS.

This individual will manage and lead a team of ERC DLS Team Managers who support Leave and Disability associates. They will ensure their organization is achieving against performance targets, and support our Team Managers in their daily work of coaching and mentoring the team. They will engage in the development of our leadership talent bench, and build positive employee relations. The ERC DLS Manager, will also be the critical driver of culture within the team, creating a daily practice of customer obsession and relentlessly high standards.

If you have desire to deliver superior results for internal customers, drive process improvement, and motivate a team of exceptionally driven, customer-obsessed associates, while recommending and implementing solutions to challenging problems, we have the career you’re looking for
- Strong internal and external customer service focus.
- Drives quality and productivity of team to deliver a consistent bar raising employee experience.
- The ability to understand business goals and recommend new approaches, policies and procedures to effect continual improvements in business objectives, productivity and development. Passion for innovative solutions and process improvement.
- A true hands-on approach as well as the ability to successfully monitor the "pulse" of the employees to ensure a high level of employee engagement. Be comfortable with high volume workload and not be afraid to "roll up your sleeves."
- Experience with rapid and complex changing work environment.
- Success in creating and driving effective employee relations, retention and reward programs.
- A strong solutions focus and be comfortable working in an environment which demands strong deliverables along with the ability to identify problems and drive appropriate solutions.
- Assists in developing and implementing training programs to improve the quality and productivity of the team.
- Basic US legislation Leave of Absence and Accommodations knowledge.
- 1+ year of Leave and/or Accommodations experience.
- Knowledge of US federal and state leave and disability laws
- Detail orientation with ability to analyze, problem solve, organize and manage multiple priorities.