Seasonal MyHR Live Support Sr. Advisor, WWAS TA C Sourcing

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

In short

Amazon is seeking a Seasonal MyHR Live Support Sr. Advisor for a contract role in India to provide Tier 2 support for complex employee issues related to payroll, disability, and policies. This role involves case management, consultations, and escalating trends to management.

Responsibilities

Provide customer service to Amazon employees via phone, chat, ticketing, and cases related to payroll, disability, and policies.
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 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.
Serve as a point of contact for employees to provide holistic case management services, including medical documentation review.
Critically assess and adjust case management plans to an employee’s changing needs.
Address and respond to sensitive situations, de-escalate complex cases, and benefit employee experience.
Manage own 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.
Respond to employee impacting issues that may arise during the leave event, ensuring communication and documentation.
Use good judgment and rationale to balance process adherence with employee needs to analyze and decide 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 or returning from leave.
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

Bachelor's degree
Knowledge of Microsoft Office including Outlook, Word, and Excel
Minimum of 1 year experience in customer service or Human Resource management or Case management or Leave & Disability management role

Desired Qualifications

3+ years of case management experience, or Bachelor's degree in business, HR, or a related field
Experience identifying and resolving complex issues
Experience working with and protecting confidential and sensitive HR information
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

Skills

Microsoft OfficeOutlookWordExcel

#HR#Customer Service#Case Management#Disability Management#Leave of Absence

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