Contact Center Operations Advisor - Business Development Center Team Leader

Job Description

This position is hybrid and requires an employee to be on-site in Warren 3 days a week to perform most effectively.

 

The Role 

The GM Dealer Chat Team Leader will work closely with and report to the Dealer Chat Engagement Lead. This position will support key business goals by helping increase GM Dealer chat enrollments, improving advisor performance, and enhancing operational efficiency. The ideal candidate for the role embodies GM’s Behaviors and will bring an analytical and bold perspective on improving their team’s performance.

 

What You'll Do: 

• Develop and coach a team of 12 – 14 advisors to provide exceptional customer service to all consumers shopping on dealer websites. 
• Create a dynamic team culture that is focused on increasing leads and lead quality for dealerships enrolled in the program.
• Daily monitoring of priority KPI performance including lead conversion, chat response time, chat coverage, and overall productivity
• Assist with dealership sales demos and present program information at request.
• Create, implement, and maintain all internal processes and conversation flows to achieve business results and maintain best-in-class customer experiences for our customers and dealers.
• Perform monthly Quality Reviews (QR) to assigned advisors and deliver feedback to promote personal & professional growth. 
• Provide proactive support and direction to Advisors working with customers that request assistance with vehicle/dealer questions.
• Collaborate with other BUs, via regular check-ins, to understand new initiatives and impacts cross-functionally.
• Create coaching materials and lead group coaching sessions of advisors. 
• Leverage data and analytics to drive business decisions.
• Perform administrative duties including timekeeping and other support as needed for contract resources. 
• Identify potential areas of improvement in business process, workflow or within GM tool and systems.
• Complete any required training or industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required. 
• Complete ad hoc projects within aggressive timelines as delegated by leadership. 
• Must be able to work Monday through Friday but remain flexible on hours depending on the needs on the team.

What Can Give You a Competitive Advantage (Preferred Qualifications)   

• Bachelor’s Degree preferred
• Gets things done (High Capacity, High Quality Output, Quick Pace)
• Effective at engaging & influencing others
• Analytical/problem solving skills
• Communication – oral, written, presentation skills
• Automotive retail experience preferred
• 2+ years of experience in customer service or sales related profession 
• Computer navigation and proficiency in Excel, PowerPoint and Word 
• Ability to deal with ambiguity and adapt quickly in a fast-pace environment 
• Ability to manage multiple projects/activities within aggressive timelines

#LI-JT2

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc). This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}. This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

About GM

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