Job Description

Hybrid : on-site 3x per week (TUE-THU)

Work Location - Teleperformance facilities on Vila prudente - São paulo/SP (Contact Center)

What will your role be?
SPL is responsible for managing the relationship with call center partners to meet service level, quality, and operational metrics as defined by the organization.  This position interacts daily with GM internal areas and with Advisors/Team Leads/Operations Managers on the call center partner.

What you will do (responsabilities):

Review and approve request for overtimePreparation data and main KPIs analysis to ensure Service DeliveryAct in a proactive manner to solve small problems before they become major issuesChampioning needs of call center partner within GM organizationLearning Supplier system and application in depth as it pertains to LOBs assigned to improve processCoordinate information sharing inter areasFunction as liaison between cross functional teams and respective supplier operation management teams for training, technology enhancements and all call center activityAssist in the research and resolution of escalated cases; provide root cause analysis and necessary corrective actionsInteract with process and project Leadership to successfully implement new business requirementsReview and discuss quality insights and operational enhancements on a weekly basis with supplier

#LI-LL1

Additional Job Description

Your skills and abilities (required qualifications):

Bachelor's Degree in business Operations Management, Business Administration, or related field PreferredEnglish fluencyExcellent PC skills including MS Office (e.g., Excel, PowerPoint, Word)Data analysis orientationService Delivery and the CRM System InfrastructureContract Management Supplier or Contact Center related experienceAbility to manage multiple projects/programsAbility to delegate and follow up/follow through to resolutionCustomer Orientation SkillsAbility to resolve disagreements with sensitivity, and involve others when neededExcellent Verbal Communication and Excellent Written Communication

What Can Give You A Competitive Edge (Preference Qualifications)

Understanding of Call Center OperationsPWBI knowledgeSpanish IntermediateUnderstanding of call center tools including but not limited to Workforce Management tools such as IEX, CMS, Knowledge Management Tools, Case management tools (Siebel), Chat Tools (AVAYA), EDW, NICE CQMKnowledge/Experience of BPO managements (vendor services)

#LI-LL1

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.

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. 

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