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Job Description
The Engagement Lead is responsible for managing the relationship with OnStar’s call center partners in order to meet service level, quality, sales and operational metrics as defined by the organization. This position interacts daily with OnStar employees in Business Process and Marketing as well as the Advisors/Team Leads/Operations Managers for the call center partner.
Responsibilities:
Daily monitoring of call activity associated with assigned Line of Business (LOB)
Preparation of data in order to provide feedback on Advisor/Subscriber experience
Project management in implementing special projects as the need arises
Act in a proactive manner to solve small problems before they become major issues
Serve as “On Call” SPL (24×7 accessibility via phone) on a rotational basis
Championing needs of call center partner within OnStar organization
Learning GAA application in depth as it pertains to LOBs assigned
Coordinate information sharing
Manage delivery to KPI’s
Ensure delivery of steadfast promises
Leads initiatives to ensure positive & engaging work environment for advisors
Ensure objectives are met for VOC, service delivery, efficiency and advisor engagement
Provide insights such as new & emerging trends, top call drives, business shifts & performance gaps
Communication to supplier partner(s) on any business changes impacting advisors
Additional Job Description
Additional Candidate Qualifications include:
Supplier Management/Call Center related experience
Demonstrated customer focus by investigating and taking action to meet customers’ current needs
Demonstrated ability to manage multiple projects/programs
Proven performance leadership skills
Ability to delegate and follow up/follow through to resolution
Successful candidates will be required to attest to, and be prepared to provide proof of, their vaccination status and that any job offer will be conditional on the candidate being fully vaccinated.
Education and Training
Post Secondary Education required
Skilled in Excel/Word/PowerPoint/Outlook
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 volunteeropportunities.
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 Statement
Accommodation is available for applicants with disabilities. Should you be contacted by General Motors of Canada, please advise if you require accommodation. General Motors of Canada values diversity and is an equal opportunity employer.
