Seasonal MyHR Live Support Sr. Advisor, MyHR Live Support

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

In short

Amazon seeks an experienced Sr. Advisor for the My HR Live Support team, focusing on Tier 2 Specialty Operations. This contract role involves providing comprehensive support for employees regarding payroll, disability, policies, and leaves of absence, acting as a key point of contact for complex issues and case management.

Responsibilities

Respond to inquiries about disability and leave events, time-off, payments, and work-related situations.
Provide inbound and outbound phone, chat, and case support through Specialized Support Queues.
Serve as a point of contact for employees, providing holistic case management services, including medical documentation review for compliance with leave plans, laws, and benefit plans.
Critically assess and adjust case management plans to an employee’s changing needs.
Address and respond to sensitive situations to improve employee experience and de-escalate complex cases.
Manage personal workload effectively to meet productivity goals and escalate significant changes or gaps.
Troubleshoot issues and seek to remove barriers before, during, or after a leave event.
Respond to employee-impacting issues during leave events, ensuring proper communication and documentation.
Use good judgment and rationale to balance process adherence with employee needs when analyzing and deciding on disability, leave, and benefits requests.
Facilitate a smooth return to work and ramp-back plan for employees.
Educate managers and business partners on employee concerns and needs prior to starting a leave or returning to work.
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, Benefits teams, and other support units.

Requirements

1+ years of human resources experience
1+ years of Microsoft Office products and applications experience
1+ years of customer service experience
Bachelor's degree in business, HR, or a related field, OR High school or equivalent and 1+ years of case management experience
Proficiency in English and Hindi grammar and spelling (both written and verbal)

Desired Qualifications

2+ years of human resources functions experience
Experience with Payroll Systems, HRIS
Experience identifying and resolving complex issues
Experience working with and protecting confidential and sensitive HR information
Experience working effectively across cross-functional teams and partnering well with people at all levels within an organization
Experience managing employee-focused processes including onboarding, benefits, investigations, training and talent management

Benefits

Contract role
Inclusive culture

Skills

Microsoft OfficeCase ManagementHRIS

#Administrative Support

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