General Motors Supplier Performance Leader - GCC0001419 in Warren, Michigan

Key Job Elements:

A Call Center Supplier Performance Leader is responsible for driving the best customer experience for our connected customers. Our day-to-day operations is a fast paced environment that requires you to be focused on key areas including; Safety, People Involvement, Customer Experience, Quality/Responsiveness, Efficiencies and Profit. Supplier Performance Leaders are responsible for interacting with suppliers and internal stakeholders to prepare our advisors to deliver on our customers’ needs. This position requires someone who can lead others by building strong relationships, problem solve, analyze data and has the ability to execute. We are looking for individual contributors who are willing to learn and drive change by living our General Motors core values. We are here to earn customers for life, to assist in building our brands, support breakthrough technologies in our vehicles, to serve our local communities and to help build the most valued automotive company. Our contact center operation is a 24x7 business and requires flexibility for weekend and holiday coverage to support our customers.

Job Responsibilities Include:

- Manage and drive accountability on daily basis for the following items:

- Workplace and Customer Safety

- Customer Experience

- Internal Quality

- Staffing plans for Service Levels

- Identifying Efficiencies

- Deliver on a Sales Objectives to drive revenue to our business

- Drive employee engagement by participating in site activities, community events and supporting recognition programs

- Call listening to identify opportunities in quality, process compliance and customer experience

- Support standardized work to continuously improve

- Analyze action plans of the supplier to drive business results including financial utilization, cost per call and maximum billed hours

- Act as liaison between cross functional teams and respective supplier operation management teams for training, technology enhancements and all call center activity

- Be the voice of our advisors to communicate internally by analyzing pulse surveys, holding focus groups and completing side by sides

- Assist in the research and resolution of escalated calls; provide root cause analysis and necessary corrective actions

- Interact with process and project Leadership to successfully implement new business requirements

- Review and discuss quality insights on a weekly basis with supplier

- Lead in change management and the implementation of processes

- Review and approve new supplier programs, including incentives

- Prepare, analyze and select methods of presenting various statistical data

- Communicate and present business/operational insights

- Coordinate information between departments

- Coordinate input from internal/external customers to better understand customer needs and/or perceptions

- Keep current product developments and trends in areas of expertise

- Actively identify new areas for learning and take advantage of learning opportunities

Skills and Qualifications Include:

- 2+ years of experience in supplier management in a Call Center environment with a proven track record of delivering results

- Strong working knowledge of customer service measurement procedures and techniques; demonstrate customer focus by investigating and taking action to meet customers' current and future needs

- Ability to motivate others and achieve results by setting clear goals and objectives, measuring performance, and providing guidance and direction

- Demonstrated commitment to process improvement, customer focused in defining quality and established priorities

- A self-initiating, independent thinker who is able to suggest and develop both long-term business solutions and short-term tactical strategies and plans

- Ability to influence and gain commitment at all levels of the organization through communication and collaboration

- Ability to think both creatively and critically

- Ability to work in an environment that is continuously changing and able to bring others along the journey

- Strong ability to multi-task

- Strong facilitation, oral and written communication skills

- Excellent project management skills

- Excellent time management skills

- Excellent PC skills including MS Office (e.g., Excel, PowerPoint, Word)

Preferred Skills and Qualifications Include:

- 5+ years supplier management / call center related experience

- 5+ years managing inbound sales / subscriber retention performance

- Strong call center background with an industry leader

- Understanding of call center tools including; IEX, CMS, Knowledge Management (GM Answers), Case management tools, Chat Tools, My Brand Apps, At Your Service

- Knowledge/Experience of the GM Field and Dealer organizations and processes is preferred

- Understanding/Experience of process improvement, lean methodologies, GMS principals

Education Credentials:

Required: 4 Year degree or equivalent experience

Preferred: M.B.A in Business Administration, Operations Management, Marketing, Etc.

Other Notes / Requirements:

Position includes on-call responsibility (minimum of 1-week per month)

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.