This is an in-person role, located in Tempe, AZ.
Amazon's Candidate Connection Services: The Tempe Operations team is looking for a talented flow lead that is eager to support our associates helping candidates get hired by Amazon. A successful candidate will be able to work efficiently in a fast-paced environment, communicate clearly and effectively, manage high volumes of tasks and projects, react with appropriate urgency to situations that require a turnaround, think creatively and strategically, exercise strong judgment and be proactive and innovative in solving problems that affect customers. The candidate will also be customer-service oriented removing barriers in hiring process and should have great people skills.
If you have relentless desire to drive process improvement and lead a team of exceptionally driven, customer-obsessed associates, all while monitoring queues and production flow, and implementing solutions to challenging problems, we have the career you’re looking for!
Candidate’s shift will be front half (Sunday through Wednesday). Candidate’s should be flexible with shift schedule and may have to work nights and weekends.
Key job responsibilities
• Manage the workflow of queues across multiple processes.
• Manage candidate experience minimizing hold times and abandon calls.
• Be responsible for communication of workflow status with Area Managers and stakeholders; as well as escalating any Customer Experience risk, SLA failure risk, or deviation from Standard Work to the Area Managers and Operations Manager.
• Facilitate communication between multiple areas of the operation; including start of shift and end of shift reporting.
• Provide operational insights for Yeti and queue management to leadership.
• Execute in process paths and communicate Candidates Experience risks and performance opportunities to operations in a standardized manner.
• Execute and develop shift plans based on operational requirements and adjust as variables change.
• Proficiency in Excel macros to utilize our data uploader for Outbound call campaigns.
- 3+ years of human resources experience
- Experience with HR processes and systems
- Experience working with KPIs and SLAs- Experience with process improvement and stakeholder management
- Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
- Experience in contact center operations
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
