Full job description
Job Description
Hybrid , reporting to a specific location where work needs to be performed / collaboration should happen (regardless this location is within a hub) and without regard to where a candidate lives (some employees may end up hybrid who live more than 50 miles away but where business needs dictate them to be onsite at a specific location three days per week).
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This role is categorized as hybrid. This means the successful candidate is expected to report to GM Global Technical Center- 700 Buildingthree times per week, at minimum
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This Job is not eligible for relocation benefits
About the Role:
The Contact Center Operations and Safety Analyst is a passionate individual responsible for developing, maintaining and owning processes for supporting GM’s global Contact Center operations and facilities. This role involves working closely with cross-functional business partners, external Supplier Partners and Facilities Teams to provide Contact Center Advisors with a Best-In-Class work environment and the necessary tools to support GM Customers. The Contact Center Operations and Safety Analyst will embrace Safety as a core belief in everything they do, and embody GM’s cultural behaviors.
The ideal candidate will demonstrate the ability to cultivate strong relationships with many internal and external partners, while creating and implementing standard operating procedures to support GM’s Contact Center operations. This role requires a proactive, innovative and curious individual who can analyze issues and solve problems within an ambiguous, fast-paced environment.
Additional Job Description
Responsibilities
- Establish and lead a cross-functional network of GM and Supplier Partner staff in each Contact Center location, to ensure all facility needs and Safety processes are addressed
- Manage on-premise Safety protocols at all GM Contact Centers, including but not limited to: Safety Drills, Safety Observation Tours, Emergency Workgroup Coordinator Training
- Coordinate communication and business continuity plans with Contact Center staff and GM Global Command Center during incidents (e.g. hurricanes, outages)
- Create, maintain and update Safe Work Practices and Safe Job Procedures
- Lead Safety Review Board, reviewing Safety initiatives with Contact Center staff
- Monitor and track Safety incidents, support incident investigations to identify causal factors and corrective actions, and develop Safety reports to present to Leadership
- Establish and lead a network of Contact Center Supplier Partner administrative personnel, to drive accurate and timely onboarding/offboarding of Contact Center Staff
- Own processes, and manage Supplier Partner administrative personnel, to ensure appropriate system access controls for Contact Center Advisors and Support Staff
- Manage inventory of Contact Center computer hardware, to maintain inventory levels supporting on-premise and Work at Home staff, as well as new hire training classes
- Lead a network of Supplier Partner IT Liaisons to ensure basic technical troubleshooting tips are documented and communicated to Contact Center Advisors and Support Staff
- Engage in PCI (Payment Card Industry) assessments as facility subject matter expert
Required Skills and Qualifications
- Strong interpersonal, communication and cross-functional Leadership skills
- Ability to develop and manage relationships with multiple Supplier Partners
- Entrepreneurial drive and ability to achieve stretch goals in a fast-paced environment
- Proven record of influencing others and championing change
- Strong project and process management skills
- Capability to create and communicate Safety protocols and processes
- Data mining ability to generate actionable insights, and inform business decisions
- Possess a Customer-first mindset, and a passion for Contact Center operations
- Strong verbal, written and presentation skills
- Schedule flexibility to cover hours of operations and on-call duties, as required
- Bachelor’s degree in Business Administration, Operations Management, or a related field
- Ability to travel as required
Preferred Skills and Qualifications
- Contact Center Operations Management experience
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 indivi d ual’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.