CTK Svc Sr. Associate, CTK

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 – elevate 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

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 – elevate 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…