Seasonal MyHR Live Support Sr. Advisor – WWAS TA C Sourcing

Amazon is hiring a Seasonal MyHR Live Support Sr. Advisor for its MyHR Live Support (MHLS) team. This is a contract opportunity within the Tier 2 Specialty Operations team, supporting Amazon employees with complex questions and cases related to payroll, disability, leave of absence, policies, benefits, and other employee-related situations.

The Sr. Advisor will serve as a key point of contact for complex employee cases, providing support through phone, chat, ticketing, and case-management channels. The role involves reviewing information, applying relevant policies and benefits, managing sensitive employee situations, and providing accurate and timely resolutions while maintaining a high standard of employee experience.

Key Responsibilities:

• Respond to employee inquiries related to disability, leave events, time-off, payments, and work-related situations.
• Provide inbound and outbound support through phone, chat, and specialized case queues.
• Serve as a point of contact for employees requiring holistic case management support.
• Review medical documentation and assess compliance with applicable leave plans, regulations, and benefit plans.
• Assess and adjust case management plans based on changing employee circumstances and needs.
• Handle sensitive employee situations and work to de-escalate complex cases.
• Manage assigned workload effectively while meeting productivity and service goals.
• Identify significant workload changes, process gaps, and issues and escalate them to management when appropriate.
• Troubleshoot employee issues and work to remove barriers before, during, and after leave events.
• Respond to employee-impacting issues that arise during leave events and ensure appropriate communication and documentation.
• Apply sound judgment to balance process requirements with individual employee needs when evaluating disability, leave, and benefits requests.
• Facilitate smooth return-to-work and ramp-back plans for employees returning to the workplace.
• Educate managers and business partners regarding employee concerns and needs before leave or return to work.
• Provide regular updates to employees and stakeholders through verbal and written communication.
• Ensure compliance with standard operating procedures, applicable regulations, and Amazon policies.
• Maintain accurate and timely case records, system information, and documentation.
• Consult and coordinate with third-party administrators, local HR, Safety, Legal, Payroll, Benefits teams, and other support functions.
• Identify trends and escalate training or quality gaps to management.

Basic Qualifications:

• Bachelor's degree.
• Knowledge of Microsoft Office, including Outlook, Word, and Excel.
• Minimum 1 year of experience in customer service, Human Resource Management, Case Management, or Leave & Disability Management.

Preferred Qualifications:

• 3+ years of case management experience, or a Bachelor's degree in Business, Human Resources, or a related field.
• Experience identifying and resolving complex issues.
• Experience working with and protecting confidential and sensitive HR information.
• Ability to build strong relationships and influence others in a cross-functional environment.
• Experience providing guidance to employees or managers regarding leave of absence, disability plans, accommodations, human resources, benefits, or employee matters.

Job Type: Contract.

Job ID: 10568466.

Organization: ADCI - Karnataka - A66.

Team: MyHR Live Support (MHLS) – Tier 2 Specialty Operations.

Salary: Not disclosed by Amazon. The salary placeholder above is for future market-estimate use and is not an employer-confirmed salary.

Workplace Accommodation: Amazon provides workplace accommodations and adjustments during the application and hiring process for eligible candidates who require support.