Job Description

This role is categorized as hybrid. This means the successful candidate is expected to report to GM Global Technical Center three times per week, at minimum.

Primary Roles & Responsibilities:

The ideal candidate for the Assistant Manager, Contact Center Sales position embodies GM’s Behaviors and brings an insatiable appetite to create effortless, personalized, industry defining contact center experiences for our customers and front-line employees.  This position will support and manage the creation and implementation of business solutions across our Subscription Sales teams to achieve seamlessly connected, outstanding customer experiences that result in improved customer satisfaction and sales performance.  This includes creating a We are GM culture founded on the GM Behaviors and our Contact Center Operations Uncompromising Promises.

Working with cross-functional teams, this role will be responsible for partnering with various internal and external stakeholders to lead & support strategy and drive performance in collaboration with contact center supplier partners to achieve key performance metrics within Sales and deliver exceptional member experience.  The ideal candidate will have the ability to build strong relationships, develop strategies aligning with key organizational objectives, communicate business objectives, and drive for results. This position requires someone who is a fast learner, thrives in a fast-paced sales environment, is a thought-leader and always thinks customer first.  A progressive track record with a proven ability to impact and influence change, drive improved sales and revenue generation, collaborate and influence across all functions, effectively prioritize, and thrive in an ambiguous / fast-paced environment is a must. 

Key Leadership Competencies:

Customer-First Mindset:  leverage insights and engage team and key stakeholders to strategically evaluate quality and operating metrics, exchange ideas and develop strong relationships while delivering on goals and objectives that drive business results.Outcome-Oriented:  articulates desired outcome(s) and works collaboratively to create a path to achieve it; demonstrated ability to manage multiple projects/programs. Proven performance leadership skills.Analytical: synthesize complex or diverse information; uses intuition and experience to complement data; ability to effectively communicate and translate business needs both internally and to cross-functional teams; proactively identifies and resolves problems in a timely manner & find innovative solutions to complex problems and adapting to new challenges.Project/Program management: demonstrated ability to participate in multiple/simultaneous launches of new programs/projects with excellence and effectively communicate status/changes/roadblocks to multiple levels within the organization. Leads change while demonstrating perseverance amidst changes and setbacks.Innovation: demonstrated ability look ahead, anticipate challenges, identify emerging trends and to ideate and find creative solutions to drive change with the ability to approach challenges with a solution-oriented mindset.  Continuous Improvement: Cultivating a culture of learning and innovation, constantly looking for ways to improve performance and experience.

Key Responsibilities:

Leverage technology to deliver seamless, positive end-to-end customer experiences that foster loyalty and drive revenue growthLead performance of Sales and CSATImprove Sales and CSAT performance across enterprise by driving operational excellence and partnering with cross-functional teams on strategic initiatives to drive desired resultsProvide insights such as new and emerging trends, top call drivers/customer pain points, business shifts and performance gaps to improve the member experienceEnhance process, advisor tools, incentive structures, sales flows to align with strategic initiatives and drive performance of revenue KPI’sCommunication with supplier partner(s) on any business changes, tools, initiatives etc.Utilize strong analytical skills to transform data into actionable information to enhance Sales performance.  Ability to gather data and create content/presentations with a strong storytelling abilityProject management in implementing special projects or initiativesHigh level of problem solving and analytical ability where problems are very unusual and difficultAbility to serve as “On Call” (24x7 accessibility via phone) on a rotational basisChampioning needs of contact center supplier partner and align on business expectationsIn depth understanding of relevant CRM tools and applicationsLead cultural workplace of choice initiatives to ensure a positive and engaging work environment for advisors

Qualifications

4 years sales experienceStrong sales background and skills to lead revenue generating teams across contact center channelSales experience – support and drive sales culture within contact center environment, partner with Line of Business stakeholders to develop and roll out sales strategic and improvement initiativesStrong personal skills to support organizational awareness and participationDemonstrated ability to manage multiple projects / programsPassion for understanding customer needs and delivering exceptional customer experiencesStrong analytical skills with demonstrated ability to transform data into actionable informationStrong communication skills and ability to tailor communication style, frequency and approach for multiple audiences, including working teams, colleagues and senior executivesAbility to work with / manage supplier partnersProven performance management skills: setting clear goals and objectives, measuring performance, and providing guidance and direction to partners to improve performanceAbility to delegate and follow up/follow through to resolutionSkilled in Microsoft Office suite of toolsBachelors degree or relevent experience

Additional Candidate Qualifications include:

Supplier Management/Contact Center related experienceKnowledge of contact center operations and workforce management processesEffective leadership style, compatible with the team culture: collaborative, flexible, innovative and results-orientedAffinity to facilitate problem solving and collaborationExperience in establishing effective partnerships within and outside of the organization

Additional Job Description

This role may be eligible for relocation benefits.

GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE

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About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us 

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values; 
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.

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.

Equal Employment Opportunity Statements

GM is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an individual's protected characteristics. For purposes of this policy, “protected characteristics" include an individual's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.  If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com or call us at 800-865-7580. 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.​