General Motors Site Performance Lead - GCC0001327 in Austin, Texas

The Site Performance Lead is responsible for managing day-to-day operations of the General Motors Customer Engagement Center. The main area of focus is to manage the supplier’s execution and delivery of the lines of businesses at this site. The Site Performance Lead’s oversight of these activities is crucial.

Duties:

- Drive the GM cultural principles of customer satisfaction to continuously improve the customer experience and quality results with the supplier

- Analyze reporting and manage overall supplier performance on a daily basis to ensure metric targets and objectives are met

- Escalate variances in performance and execution to Site Manager as necessary

- Successful execution and service delivery across all lines of assigned business and implementation of projects

- Ensure adherence to all GM compliance requirements, and participate in compliance performance reviews

- Manage action plans related to financial impacts, such as cost per call and billed minutes/hours

- Review and approve goodwill activities

- Review operational reporting and act upon them

- Participate in call/case monitoring and feedback, including calibration sessions to maintain alignment with standards

- Reinforce training to trainers and/or agents as required

- Perform supplier trainer certification and assist in procuring training curriculum content as needed

- Ensure implementation of GM Quality, Training, and Knowledge Management requirements

- Engage in assigned special projects, pilots and migrations as needed

- Coordinating (site specific) activities regarding Customer Engagement Center facility management, Information Technology and GCCX cross functional initiatives

- Partner and share best practices with peers across other GM call centers and Business partners

- Acts as GM on-site Business Unit SME as well as manages escalated customer activities and processes

- Demonstrated strong customer focus

- Other Duties as assigned

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, call 866-583-8151 or email us at Careers.Accommodations@GM.com. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

QUALIFICATIONS

- Strong working knowledge of customer service measurement procedures and techniques

- Demonstrated ability to manage multiple projects/programs

- Proven performance management skills: setting clear goals and objectives, measuring performance, and providing guidance and direction to staff that improve performance

- Desire to drive excellence in servicing GM customer’s when faced with urgent and critical situations

- Proven ability to drive excellence in servicing customers

Required:

- Understanding of Call Center Operations and Service Delivery

- Appropriate interpersonal styles and communication methods to work effectively with business partners to meet mutual goals required

- Actively identifies new areas for learning and takes advantage of learning opportunities

Preferred:

- BA / BS in Operations Management, Business Administration, or related field

- 3+ years of contact center experience in a management role

- Experience in Customer Relationship Management (CRM) tools