MHLS Advisor, CentralTime Keeping ID-2211

November 30, 2024

External job description

At Amazon, we believe that every day is still Day One. We are striving to be Earth’s Best Employer and to get there, we need exceptionally talented, bright, and driven people. The MyHR Live Support (MHLS) Team is seeking someone who is passionate about making a difference in people’s lives.
Do you enjoy communicating with people, being empathetic, solving problems, and improving the experience of customers? The MyHR Live Support Team cares for 1.5 million Amazonians around the world by assisting them with their HR needs. Our organization delivers best-in-class HR support for topics related to Time Away, Work Events, Life Events, and Pay & Compensation services to Amazon employees, applicants, job seekers, and candidates globally.
As an HR Professional, you are someone who is skilled at building positive relationships with employees and colleagues. You are approachable and able to handle sensitive situations with tact and diplomacy. You pride yourself on maintaining high ethical standards and confidentiality when dealing with sensitive employee information, conflicts of interest, and compliance issues.
You get excited to use your critical thinking and fact-finding skills. You excel at managing multiple tasks, priorities, deadlines, and have strong organizational skills. You are adaptable and open to change, and you quickly adjust to new policies, technologies, and industry trends. You are customer obsessed and regardless of the contact channel, you will take phone calls, chat online, and work on employee tickets to solve problems

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The MHLS team is comprised of HR Professionals supporting Amazon employees globally within multiple languages, with services 24 hours a day, 7 days a week in some countries. As a MHLS Professional your responsibilities will be:

Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of problem solving and customer obsession.
Receive and resolve inquiries primarily via phone, chats, tickets and emails from employee contact channels.
Resolve inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures – escalate when these cannot be resolved.
Build customer trust through empathetic, personalized conversations by assessing and adjusting resolution plan to each employee’s changing needs.
Respond to employees impacting issues that may arise and ensure the right communication and documentation occurs, even when information is limited.
Use high judgement, critical thinking and rationale to balance process adherence with employee’s needs to analyze and decide on resolution for their requests.
Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.

***This is a seasonal opportunity with an assignment duration of six(6) months based on business needs. Conversion from this seasonal role to a regular full-time position is not guaranteed. Seasonal employees may not qualify for specific benefits and time off options based on their employee classification.

5+ years’ experience in contact center, customer service, human resources or equivalent experience.
Basic US legislation Leave of Absence and Accommodations knowledge.
Knowledge of US federal and state leave and disability laws.
Experience in providing consultation and guidance on human resources, benefits, or complex employee matters.
Experience dealing with customers and exceptional use of empathy skills.
Proven ability to adjust to constantly changing workloads and manage customer contacts in a fast pace environment.
Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
Detail oriented with ability to analyze, problem solve, organize and manage multiple priorities.

Principal Clinical Data Manager, (Contract, Remote) ID-2210

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Other Jobs You May Be Interested In

Principal Clinical Data Manager, (Contract, Remote) ID-2210

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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