Process Lead

Job Description

Overview: AMAZONAmazon.com strives to be Earths most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazons evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the companys DNA. The worlds brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.About Amazon India Development Centers:Amazon India Development Center (AIDC) started in Bangalore in 2004 followed by centers in Hyderabad (2005) and Chennai (2006). The vision was to utilize the top talent available in India to drive our global business growth. Today, AIDC builds, supports, tests and manages technology, products & services which support millions of Amazon customers worldwide.Position Description:Recruiting Services Team is looking for a Process Lead to join our System Support team located in Hyderabad. The Recruiting Specialist (RS) works closely with a team of recruiters and coordinators in a fast-paced recruiting organization. RS is an integral partner in managing recruiting activities and building candidate relationships; often providing candidates with their first impression of Amazon. The ideal candidate will function as a Process lead, navigate through ambiguous situations, manage global stakeholders, dive deep, provide research and root cause analysis and develop solutions. This is an amazing opportunity for someone looking to broaden their experience and work in a top recruiting organization.Responsibilities:Provide day to day support and conduct training/refreshers to associates.Provide mentorship to the bottom performers in the team.Conduct audits and draft audit reports detailing methodology, results, and recommendations.Collaborating with business partners to resolve escalations and deep dive for root cause to eliminate or reduce future contact needs.Allocation of work to the team, Queue management & monitoring queues at periodic intervals to track and report progress.Escalation Managements: Acknowledge the receipt of escalation and resolve the escalation with detailed RCA.Prepare and publish reports on Daily, weekly & monthly basis about the process metrics.Close monitoring of emails in shared mailbox to expedite the scheduling activity.Periodic SOP reviews and update with latest updates. Conduct trainings/refresher trainingsParticipation in Tandem Calls, Weekly Calls, Transition Calls & Business Reviews.Successfully manage multiple competing priorities simultaneously., Minimum of 3 years of experience in a similar profile is preferred MS Office knowledge and ability to use MS Excel for reporting Good communication skills Good attention to detail and the ability to prioritize in a fast-paced environment, analytical and critical thinking skills Experience in high volume environment where multi-tasking was required Experience problem solving and dealing with ambiguity Bachelor s degree Excellent communication skills Strong attention to detail and good interpersonal skills Strong decision making and problem solving skills Ability to multi-task in fast-paced dynamic environment Agility to change in a fast growing environment Proficient with MS Office Application of Phone and email etiquette in customer interactions Experience in HR transnational processes of 1+ Year Ability to spot issues and escalate to business partners when appropriate Ability to track high volume activities with exceptional follow through and attention to detailProblem solver, ability to troubleshoot issues independently or escalate when necessary - sense of accountability and sound personal judgment

Keyskills :
problem solvingemail etiquettesopcritical thinkingrootroot causecustomer relationssapms officeroot cause analysissystem supportaudit reportsaccountsaidcslareportingqueue management