DLS Escalations Specialist, DLS Escalations
Pune, IND
3d ago

Job summary

At Amazon we believe that every day is still day one.

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’d like to help the Disability Leave Services (DLS) team build a best-in-class professional services program to deliver leave of absence, disability and accommodation services to Amazon employees, applicants, job seekers and candidates globally, this is your chance to make history by joining our team.

DLS Provides services 7 days a week, 24 hours a day to assist employees as they go through qualifying life events.

  • As a member of Amazon’s Disability and Leave Services (DLS) Escalations team, the DLS Escalations Specialist will be responsible for : monitoring and triaging sources of escalations, including inboxes and tickets;
  • creating and managing cases in system of record; coordinating with various stakeholders, including members of DLS, HR, and healthcare providers to assist with completing cases;
  • and other tasks as assigned.

    The DLS Escalations Specialist must be able to understand complex business processes and succinctly communicate complicated customer and process issues in business terms.

    In addition, this role requires a strong leader who can manage multiple cases at once, work in multiple systems / programs in succession, and quickly shift from one task to the next.

    Key job responsibilities

  • Gain and maintain a thorough understanding of the Leave of Absence and Accommodations teams. Including policies, plans, processes, standard work, systems, training and education materials, and practices.
  • Manage multiple systems for receiving and tracking information related to various cases.
  • Manage a high volume of tasks and assignments, to meet various service level agreements (SLAs) depending on the type of escalation.
  • Regularly coordinate with members of the DLS Escalations team to ensure that SLAs are being met, and all work is completed accurately to ensure case managers have correct information at all times.
  • Challenge assumptions of why a process or service failed; ask tough questions to get to the root cause of the problem.
  • Utilize a case management system to track and manage details of multiple cases simultaneously, including input of actions taken to resolve the case and various types of outputs on regular deadlines.
  • Simplify complex DLS language while concisely summarizing the issues, defining the defects or service failures and outlining robust corrective action.
  • Other duties as assigned

  • Bachelor’s degree in HR, business, or other relevant field, or equivalent professional or military experience
  • 2+ years overall relevant experience, specializing in working with employees on disability, leave of absences, human resources, or employee relations functions.
  • Knowledge of federal and state disability laws regarding access for people with disabilities; specifically ADA and FMLA

  • Experience managing cases from intake to closure
  • Ability to analyze, problem solve, organize and manage multiple priorities and excellent follow-up skills in a fast-paced environment
  • Ability to interpret information from various record-keeping systems, and complete work in various systems to coordinate tasks and track progress
  • Strong analytical and critical thinking skills
  • Strong time management and ownership of deliverables
  • Excellent interpersonal skills with the ability to work with all levels of business
  • Basic understanding of return-to-work process, Workers’ Compensation, benefits and other programs that impact Leave of Absence and Accommodations
  • Intermediate experience working with Windows, Word, Excel, and PowerPoint
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