Supplier Performance Leader - Case Management (Contact Center)

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 overtime
• Preparation data and main KPIs analysis to ensure Service Delivery
• Act in a proactive manner to solve small problems before they become major issues
• Championing needs of call center partner within GM organization
• Learning Supplier system and application in depth as it pertains to LOBs assigned to improve process
• Coordinate information sharing inter areas
• Function as liaison between cross functional teams and respective supplier operation management teams for training, technology enhancements and all call center activity
• Assist in the research and resolution of escalated cases; 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 and operational enhancements on a weekly basis with supplier

#LI-LL1

Additional Description

Your skills and abilities (required qualifications):

• Bachelor's Degree in business Operations Management, Business Administration, or related field Preferred
• English fluency
• Excellent PC skills including MS Office (e.g., Excel, PowerPoint, Word)
• Data analysis orientation
• Service Delivery and the CRM System Infrastructure
• Contract Management Supplier or Contact Center related experience
• Ability to manage multiple projects/programs
• Ability to delegate and follow up/follow through to resolution
• Customer Orientation Skills
• Ability to resolve disagreements with sensitivity, and involve others when needed
• Excellent Verbal Communication and Excellent Written Communication

What Can Give You A Competitive Edge (Preference Qualifications)

• Understanding of Call Center Operations
• PWBI knowledge
• Spanish Intermediate
• Understanding 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 CQM
• Knowledge/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. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Total Rewards | Benefits Overview

From day one, we're looking out for your well-being-at work and at home-so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.

Diversity Information

General Motors is committed to being a workplace that is not only free of unlawful 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 encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire

Equal Employment Opportunity Statement (U.S.)

General Motors is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Accommodations (U.S. and Canada)

General Motors 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, email us [email protected] 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.