OnStar - Business Performance Leader

General Motor
October 01, 2023
Offerd Salary:Negotiation
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A
  • Maintain all policy and procedures for members services

  • Identify where members may experience friction and create processes to assist while working cross functionally on future improvements based on member feedback

  • Partner with all key stake holders (i.e. Engineering, Systems Operations, Legal/Public Policy, Quality, Sales, Martketing, etc.) to optimize the member experience

  • Monitor forecasting, service level, cost, and quality

  • Input into the development of training curriculum

  • Interface with supplier and/or Supplier Performance Management to drive process compliance and overall performance

  • Interface with Supplier Performance Management, Suppliers, and Advisors to drive continuous process and member experience improvements

  • Work with IT and business partners to create solutions and enhance tools and applications for the advisors and subscribers

  • Develop initiatives for the annual budget/business planning and budget tracking

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

  • Gather and interpret complex quantitative or qualitative data

  • Handle a variety of recurring and non-recurring special assignments

  • Inform staff activity or unit of developments as required

  • Make presentations to all levels of management

  • Develop new and evaluate existing unit or corporate policies and procedures

  • Establish courses of action to accomplish completion of the job and/or project

  • Keep abreast of current product developments and trends in areas of expertise

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

  • Partner with Work Force Management (WFM) to ensure forecasting, cost, quality and service level are met.

  • Flexibility to work evening, weekends & holidays as contact center operation is 24x7

  • Serve as “On Call” (24x7 accessibility via phone) on a rotational basis

  • Work Location : Vila Prudente/ São Paulo - SP


    Additional Description

    Additional Candidate Qualifications include:

  • Supplier Management/Contact Center related experience

  • Demonstrated customer focus by investigating and taking action to meet customers' current needs

  • Proven performance leadership and processes skills

  • Experience building strong relationships with supplier partner(s)

  • Demonstrated ability to manage multiple projects/programs and problem resolution

  • Ability to delegate and follow up/follow through to resolution

  • Experience/Education:

  • Bachelor's Degree in Engineering, Business Administration or equivalent experience

  • Business experience (desirable)

  • Contact center operations or equivalent experience (preferred)

  • Previous leadership / coordination

  • English and Portuguese are mandatory, and Spanish will be a differential

  • Skills:

  • Customer focused with a sense of providing value to internal and external stakeholders

  • Process improvement driven, innovative, skilled communicator in a matrix environment

  • Demonstrated ability to manage multiple projects/ programs

  • English spoken and conversational

  • #LI-AS

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