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HR Assistant

Description:

At Amazon we’re working to be the most customer-centric company. To get there, we need exceptionally talented, bright, and driven people. If you’d like to help us build the place to find and buy anything online, this is your chance to make history.
We are looking for a dynamic, organized self-starter to join our Human Resources department as Human Resources Assistant (HRA) (m/f) in our Customer Service site in Rabat, Morocco.

The HR Assistant is a full-time role primarily responsible for providing an operational, value-add and best in class HR service to the Morocco based Customer Support teams, as well as implementing HR projects and initiatives.

Job Responsibilities:

Assist the HR Business Partners and HR Manager with HR admin support and assistance.
Ensure the implementation and compliance of all HR company procedures, with current legislation and Amazon policies.
Collaborate with other HR departments (HR Services, Benefits and Payroll) to drive adoption, and solve problems.
Ensure HR weekly office hours to provide HR assistance to employees.
Produce HR reports and analysis, including key HR metrics such as absenteeism, attrition, head count, etc.
Liaise with Operations, Associates and other departments on site, to drive positive employee engagement.
Support hiring of new employees in compliance with labor laws and Amazon employment policies.
Provide and update HR training resources to all employees on internal data center.
Drive local and European HR projects.

Implement initiatives to drive and maintain a culture of excellent employee relations and communications to build up

Basic Qualifications:

Fluent English, Arabic and French skills are essential.
Knowledge in Moroccan labor law and HR systems.
Proven presentation and communication skills.
Proficiency in Microsoft Office.
Affinity to online communication tools (emails, but also chat rooms).
Must be autonomous, proactive and demonstrate a can do attitude.
Must demonstrate flexibility in order to meet the business needs.
Proven ability to prioritize, meet deadlines.
Strong Interpersonal skills- Develops and maintains good working relationships with internal customers. Treats others with respect. Builds trust and rapport.
Possesses intellectual curiosity; brings insight into the team/business, especially in a multicultural and multi-location environment.

Preferred Qualifications:

Previous experience as a Human Resources Assistant, ideally within a large scale fast-paced Customer Service or Operations based environment.
Proven track record of HR /payroll and or compensation benefits delivery.
Bachelors’ degree in business, HR, or related field is required.

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EU Workflow Analyst

Description
At Amazon, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to make history.

We are looking for an exceptional analyst who is passionate about the Customer Experience, who thinks/acts globally, who has the ability to contribute major new innovations in the industry and who is a strong communicator and networker to build successful working relationships not only within his own site but across the EU network to join us as a EU Workflow Analyst in Edinburgh, Cork or Rabat for the EU Customer Networks. Please submit your application in English.

The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.

The Workflow Analyst is responsible for ensuring multiple CS sites meet service levels by staffing planning, work mix blending and call queue adjustments, and overall management of workflow across the CS network.

The Workflow Analyst is responsible for supporting and enhancing the performance of all sites within his/her portfolio with respect to optimal staffing of Customer Advocates. The Workflow Analyst is primarily responsible for creating and maintaining schedules for Customer Service Associates (CSAs) to achieve service levels and productivity goals for the site. The Workflow Analyst will collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels. He/She should also react to changes in daily/weekly/Monthly call volumes and handling times by determining the required staffing level changes to ensure delivery of service levels. The successful candidate will be an analytical problem solver who is comfortable in a fast-paced, multi-tasked, high-energy environment.

The Workflow Analyst will be able to demonstrate exceptional customer experience, a high level of dedication, enthusiasm, and motivation and an ability to manage communication and relations with multiple stakeholders including but not limited to Site Operations, Capacity planning teams, Facilities team like IT and Transportation, HR and ERC (Employee Resource Center) team, Training team and workflow teams from other Internal and Outsourcing sites.

Primary Job Functions:

Create and accurately maintain CSA shift schedules ensuring that shifts are optimally planned to meet the sites short term forecast requirements and SLs (Service Levels)
Monitoring actual staffing levels against plan and taking the relevant corrective actions as required like OT (Over Time) calls, Cross skill support, shrinkage, shift changes to improve service levels
Effectively plan and monitor CSA adherence to assigned schedule
Effectively plan non-productive activities
Monitor adherence to AHT (Average Handling Time), AUX (non-productive time limits) and CSA productivity and escalate any areas for development or recognition
Maintain CSA skill matrix for the site, Management of CSA profiles in the ACD (Automated Call Distribution) system, Seating and Transportation Plan for site and skills
Connect and network with all relevant stake-holders, including but not limited to operations management, process improvement/quality assurance/customer experience/delivery experience teams
Work in partnership with the Capacity Planning team to build strong relationships and drive consistency, and automation of the process.
Support Workflow Manager and Operations manager by maintaining accurate records of planned and required headcount in each of the skills/OU/Mediums week over week. Keeps track of skills wise movements and Attrition to support Workflow Manager and Operations manager in making decisions about internal movements/Job postings and Hiring plan.
Responsible for Automating and maintaining reports to be used in reporting on service level misses. Also, automates tool that will enable completion of root cause analysis and production of corrective action plans for SL misses
Develop self-service solutions for Workflow’s primary stakeholders to reduce administrative overhead and increase time for value-adding activities, making the whole team more scalable and fit for future challenges.

Please submit your application in English.

Basic Qualifications:

Bachelor’s degree in a relevant field or equivalent experiences
Experience in planning, time and project management with the ability to deal with multiple demands on time and deal with ambiguity
Advanced analytical skills and should provide analysis support on project and new initiatives
Innovative and creative in finding solutions/ designing improved methods, systems and processes
High attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified
Ability to provide sound advice and effective communication with stakeholders, should have interest and ability to work on cross-departmental process-improvement initiatives and projects
Understanding of workforce management programs
Expert in Excel
Fluent in written/read English. Please submit your application in English.

Preferred Qualifications

Excellent knowledge of Amazon policies and procedures

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Team Manager – Virtual Customer Service (VCS)

Description:

Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon associates will deliver world class service to our customers.

Amazon is looking for a Customer Service Team Manager for our Virtual Customer Service in Morocco supporting the French network,who will lead and support a team of 15-22 Customer Service Associates who are working remotely (Home Office required).

The number one priority for this role is to support the associates who will directly report to you. In this role you will be responsible for the coaching, development, performance and engagement of your associates. The role expects your employees to be your exclusive focus and you will be tasked with supporting your employees and removing any barriers that prevent them from demonstrating the Amazon Customer Service Contact Tenets (ground rules) on every single customer contact.

The ideal Team Manager understands that supporting the employees is the most critical role they perform, to achieve this they are open and approachable, engage with their employees individually to understand how to most effectively coach and motivate them and invests time in developing their employees to become legends! They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service.

You will be responsible for using quantitative and qualitative data to identify opportunities to coach your employees and celebrate their success. As a single threaded leader for your employees you will take care of all elements of your associates satisfaction and engagement at work, including communication and management of their scheduling and taking action on issues arising in your team. As a leader of customer facing associates, you will be expected to role model world class service by regularly handling customer contacts. As a leader you will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon CS Contact Tenets; you will ensure your employees understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel.

If you need us to make any adjustments throughout the recruitment process due to a disability (including, but not limited to neurodiverse or mental health conditions), or any other health issue please let us know by contacting emea-ops-enable@amazon.com

Basic Qualifications:

Two years experience in leading employees
University degree
Fluent in French in written and oral communication
Good skills in English written and oral communication
Proficiency in Microsoft Excel
ADSL/Fiber Internet connection with 12Mbit/s or faster
Separate, lockable working room
Ability to travel regionally to attend Site events and meetings at least once a month.

Leadership:

Strong listening skills
Maintains a high level of professionalism and approach-ability
Positive communicator who also can lead tough conversations
Ability to confidently facilitate team discussions and communicate business messages
Experience in coaching and leading employees
Understanding of and practical experience in effective coaching techniques
Ability to continually support employees through individual development plans
Confidence to interview applicants and demonstrate understanding of the performance and leadership bar to effectively apply it on hiring decisions

Delivering Service:

Role model for contact handling skills
Ability to review contacts to identify WOW moments, examples for excellent Customer Service and opportunities to support associates with coaching

Deliver Results:

Excellent time management, organizational talent and presentation skills
Ability to deal with constant change positively and maintain high motivation
Drives team engagement and actions through internal survey results and insights
Helps associates understand the performance bar and supports them to reach it
Completes tasks on time to a high quality standard

Preferred Qualifications:

Knowledge of Process Improvement approaches (Lean, Six Sigma, …)
Basic technical knowledge to handle Internet or computer issues remotely
Experience in leading teams in a virtual environment
Fluent in English in written and oral communication

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Customer Service Team Manager (Fluent French and English Required)

Description:
Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon associates will deliver excellent service to our customers.

Amazon is looking for a Customer Service Team Manager who will lead and support a team of Customer Service Associates based in Rabat;

The number one priority for this role is to support the associates who will directly report to you. In this role, you will be responsible for the coaching, development, performance and engagement of your associates. The role expects your people to be your exclusive focus and you will be tasked with supporting you people and removing any barriers that prevent them from demonstrating the Amazon Customer Service Contact Tenets on every contact.

The ideal Team Manager understands that supporting their people is the most critical role they perform, to achieve this they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them and invests time in developing their people to become legends! They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering excellent service.

You will be responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success. As a single threaded leader for your people, you will take care of all elements of your associates satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on issues arising in your team Gemba. As a leader of customer facing associates, you will be expected to role model world-class service by regularly handling customer contacts. As a leader you will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon Customer Service Contact Tenets; you will ensure your people understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel.

Basic Qualifications:

Degree qualified
Relevant experience in direct people management.
Fluency in French & English languages (written and oral)
Microsoft Excel
Maintains a high level of professionalism and approach-ability
Can confidently facilitate team discussions and communicate business messages
Experience in coaching and leading employees
Understanding of and practical experience in effective coaching techniques
Can support employees through individual development plans
Confidence to interview applicants and demonstrate understanding of the performance and leadership bar to effectively apply it on hiring decisions
Role model for contact handling skills. Is able to review contacts to identify WOW moments, examples for excellent Customer Service and opportunities to support associates with coaching
Excellent time management, organizational talent and presentation skills.
Can deal with constant change positively and maintain high motivation
Drives team engagement and actions through internal survey results and insights.
Helps associates understand the performance bar and supports them to reach it
Completes tasks on time to a high quality standards