Contact Center Operations And Safety Analyst

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).

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 CenterOperations 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 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

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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.  

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