OnStar - Business Performance Leader

General Motor
October 01, 2023
Contact:N/A
Offerd Salary:Negotiation
Location:N/A
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A
Description
  • 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

    #LI-AS

    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

    About GM

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    Diversity Information

    General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

    We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

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