Amazon—CTK Svc Sr. Associate, CTK

Job description

Description: Join Amazon Centralized Timekeeping team and help make a difference for all Amazonians! We are recruiting for a Time and Attendance Operational Associate. This position specializes in the time and attendance management. The Timekeeper role is a centralized function that will manage time and attendance matters for buildings across the network. This role requires fast, accurate, and reliable data entry. You will work on MyTime system or related systems and a trouble ticket queue of time and attendance issues submitted by buildings or auto-generated from the Time and Attendance System. Your primary focus will be resolution of incoming time and attendance inquires with opportunities for other engagement upon completion of centralized responsibilities. You may participate in continuous improvement process projects. A keen understanding of Amazon’s attendance policies, employee groups, and applicable state and legislative laws will be necessary. Timekeepers will focus primarily on system and ticketing, data auditing. Perform other projects and duties as required. 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 as per process. Build customer trust through empathetic, personalized conversations by assessing and adjusting resolution plans to each employee's changing needs during live interactions. Respond promptly to employees' urgent issues, ensuring the right communication and documentation occurs, even when information is limited. Use high judgment, critical thinking, and rationale to balance process adherence with employees' needs, analyzing and deciding on resolutions for their requests in real-time. Consistently consult and collaborate with partner teams on process changes to resolve cross-functional issues and improve policies. Maintain high performance metrics in areas such as contact handling time, first-contact resolution, and customer satisfaction scores. This role requires excellent multitasking abilities, strong verbal and written communication skills, and the ability to thrive in a fast-paced environment Key job responsibilities Bachelor's degree or Advanced Degree Speak, write, and read fluently in English 18+ months of human resources experience 18+ months of customer service experience 6+ months of Microsoft Office products and applications experience Experience in confidential environments About the team The vision of the Centralized Timekeeping team is to utilize top talent to streamline time and attendance data entry, reduce payroll defects and provide consistently high service levels. CTK will support and manage time and attendance matters for thousands of Amazon Associates. Requests for edits are submitted via MyTime and trouble ticketing from operators and HR across the network. The Centralized Timekeeping team manages the system and ticket queue by executing on the requests on a FIFO basis but will prioritize any payroll impacting ticket if there is a risk of a payroll defect. The efforts of this team support the business by ensuring associate’s time and attendance matters are handled with speed, precision and with customer obsession always in mind Requirements: - 6+ months of human resources experience - 6+ months of customer service experience - 6+ months of Microsoft Office products and applications experience - Experience in confidential environments - Bachelor's degree or equivalent - 1+ years of human resources experience - 1+ years of customer service experience - 1+ years of Microsoft Office products and applications experience - Experience in providing consultation and guidance on leave of absence, human resources, benefits, or complex employee matters - Experience dealing effectively with customers during problem resolution and operating efficiently under pressure - Experience working in fast paced environments, and managing workload even during times of stress, or escalated activity - Experience handling confidential information and maintaining professionalism in dealing with senior executives, or experience managing multiple calendars - Experience prioritizing and managing multiple responsibilities 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.