Job Description
Onsite: This role is categorized as onsite. This means the successful candidate is expected to report to GM Global Technical Center in Warren, MI on a full-time basis.
Relocation: This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.
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.
The Role:
The Command Center Leader will monitor, report, and analyze intraday performance by Business Unit to ensure key performance indicators are being met across the enterprise. Working as a team of 2 per shift, the Command Center Leaders will utilize workforce management tools and reporting to make decisions regarding staff management with each Contact Center Supplier Partner across the globe. This role will lead the Contact Center enterprise through technical incidents, weather and crisis events, as well as the regular course of business, and provide communication to all levels of management, including GM Senior Leadership, with regular status updates.
The GM Global Command Center provides support to GM Customers, OnStar Members and GM Teams across all regions of the world, operating 24 hours a day, 365 days a year. The successful candidate for this role will be required to work four consecutive twelve-hour shifts followed by four consecutive days off. Candidates must be able to work either day or night shifts, including weekends and holidays. This position requires working on-site, full-time to support the business.
What You’ll Do (Responsibilities):
- This role will work with, and lead, a team of Command Center Analysts to continuously monitor performance metrics for all Business Units, in order to ensure they are staffed appropriately to the required forecast and provide best-in-class Customer Experiences. The Command Center Leader will need to utilize operational playbooks to determine if workforce management intervention is needed.
- Analyze Business Unit interval and daily production metrics, including Service Level, Average Handle Time (AHT), Occupancy, etc., across all Customer channels
- Communicate with Supplier Partner Workforce Management Teams to ensure all appropriate operational plays are being executed, including schedule adherence, skill changes, and process deviations to support real time operations.
- Lead enterprise-wide cross functional team through technical incident management and mitigation. This includes creating and maintaining processes for Advisors to escalate technical concerns, and working closely with GMIT to find technical solutions, with the Command Center acting as the centralized hub for all communications.
- Coordinate and participate in the creation of new processes and procedures for emerging GM businesses, products and technology, including EV launches, GM Envolve, GM Energy, external partnerships, etc.
- Create, update and maintain Command Center processes and operational playbooks, to ensure business continuity.
Additional Job Description
Your Skills & Abilities (Required Qualifications):
- 5 or more years of Contact Center operations or equivalent experience
- Familiarity with the following tools: NICE IEX, Salesforce CRM tools, CXOne, CCPulse, GAA (Global Advisor Application), Word, PowerPoint, Excel (including knowledge of Macros)
- Demonstrate command and control skills to lead an enterprise of 300+ participants of varying levels of management through formal incident management procedures
- Utilize a high level of analytical and statistical ability in working with data to identify insights and trends, to determine necessary actions to drive business results
- Ability to demonstrate advanced problem-solving skills, analyze complex data, uncover insights, develop strategic recommendations and present to senior leadership
- Build and maintain strong relationships with numerous cross-functional team members and Contact Center Supplier Partners, to develop staffing plans based on business requirements
What Will Give You a Competitive Edge (
Preferred Qualifications):
- BA/BS in Operations Management, Business Administration or related field
- 5+ years in a Workforce Management role
- Previous experience as Contact Center Supplier Partner and/or Customer Experience owner
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 individual'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
[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.
