Seasonal MyHR Live Support Sr. Advisor

Logistics, Sales & Operations · HR & Admin · HR Operations

In short

The My HR Live Support (MHLS) team is seeking a Sr. Advisor for their Tier 2 Specialty Operation in India. This role provides customer service to Amazon employees via phone, chat, and ticketing for issues related to payroll, disability, and policies. The ideal candidate possesses strong communication, analytical, and customer service skills, with a Bachelor's degree and at least 1 year of relevant experience.

Responsibilities

Provide customer service to Amazon employees through phone, chat, ticketing, and cases related to payroll, disability, policies, among others.
Act as a point of contact for the team, offering immediate assistance on complex issues and handling challenging contacts.
Provide case consultations and overall resolution and support for all types of leaves of absence and disability life events.
Answer questions, obtain information from SOPs and knowledge centers, and provide direct support through different live and written channels.
Understand employee situations, apply appropriate benefits, and respond to changing circumstances.
Escalate trends to management to address training or quality gaps.
Respond to inquiries about disability and leave events, time-off, payments, and work-related situations.
Provide holistic case management services, including medical documentation review.
Critically assess and adjust the case management plan to an employee’s changing needs.
Address and respond to sensitive situations and attempt to de-escalate complex cases.
Manage workload effectively to meet productivity goals and escalate when significant changes or gaps arise.
Troubleshoot issues and seek to remove barriers before, during, or after a leave event.
Facilitate a smooth return to work and ramp-back plan for employees.
Educate managers and business partners on employee concerns and needs.
Communicate regular updates to employees and stakeholders verbally and in writing.
Ensure compliance with standard work, federal/state regulations, and company policy.
Maintain system records for accurate and timely information/documentation.
Consult, coordinate and partner with third-party administrators, local HR, Safety, Legal, Payroll, and Benefits teams.

Requirements

Bachelor's degree from an accredited university or equivalent experience
Demonstrated strong customer obsession, ability to dive deep, bias for action, and high-level judgment on complex cases
Intermediate proficiency in MS Word, Excel, Access, Outlook and PowerPoint
Minimum of 1 year experience in customer service or Human Resource management or Case management or Leave & Disability management role
Ability to work a flexible schedule, including night shifts, and willingness to work overtime or on the 6th day as needed

Desired Qualifications

2 to 3 years of experience in Human Resource management or Case management or Leave & Disability management role
Ability to apply critical thinking and identify issues for problem solving
Ability to build strong relationships and influence others while working in a cross-functional environment
Experience providing guidance to employees or managers on leave of absence, disability plan, accommodation, human resources, benefits, or employee matters
Experience working with confidential information.

Benefits

Inclusive culture that empowers Amazonians.
Support for workplace accommodation and adjustment during the application and hiring process, including interview or onboarding support.

Skills

Microsoft WordMicrosoft ExcelMicrosoft AccessMicrosoft OutlookMicrosoft PowerPoint

#HR#Human Resources#Support#Advisory#Customer Service#Case Management#Leave of Absence#Disability#Payroll#Policies

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