Contact Center Analyst - Social Care

Job Description

Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to the Warren, MI office three times per week, at minimum [or other frequency dictated by the business].

Relocation: This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

The role is for the Contact Center Analyst Social Care, a results-driven leader responsible for optimizing the performance of Social Care Advisors. This role ensures advisors are well-equipped to engage effectively with customers, build strong relationships, and represent GM's brands with professionalism and authenticity across multiple social media platforms.

What You'll Do (Responsibilities):

• Must be able to work nights and weekends on a rotational basis and maintain flexibility to change schedules with little notice based on business needs
• Promote a team culture centered on the customer experience, while driving operational excellence and sustaining an engaging, vibrant workplace
• Supervise assigned group of contract Advisors by providing instructions to direct reports on course of action and serves as a resource for them on standardized work, quality standards and processes within the area, as well as relevant company policies and procedures
• Directly supervise Social Care Advisors by resolving team issues, proactively addressing conflicts, delegating tasks, and consistently tracking progress to ensure performance goals are met
• Manage team productivity to achieve service/customer response targets
• Work under moderate level of supervision and collaborate with key stakeholders to address and solve issues
• Carry out designated routine tasks, ensuring timely completion and meet unit targets
• Perform administrative duties including timekeeping and other support as needed for contract resources
• Understand and follow established Social Care processes and have a high level of understanding of enterprise systems and technologies to accomplish work assignments
• Contribute to defining and team adherence to processes that produce best-in-class social consumer care experiences and identify opportunities for constant improvement
• Assist in the research and resolution of escalated situations, provide root cause analysis and necessary corrective actions
• Drive process compliance and overall performance
• Perform Quality Audits on assigned advisors and identify opportunities in quality, process compliance and customer experience deliver regular advisor feedback
• Analysis of team performance measurements using Power BI and Excel for coaching and feedback
• Assist with resolving moderate scope problems using judgment based on established procedures and practices
• Provide input to GM training and curriculum development
• Help train new staff in areas of expertise as needed
• Approve posts to customers for new hires as requested
• Post/Respond to customers in high volume situations
• Proactively anticipates team needs by continuously training and rotating advisors to ensure operations are not disrupted
• Drive employee engagement by creating and participating in activities, community events and supporting recognition programs
• Project management in implementing new product, program, and service launches and special projects as the need arises, ensuring team has necessary information and technical readiness
• Interface with other internal or external stakeholders on behalf of team to resolve difficult or complex cases and provide timely and thorough resolution to the customer
• Provide exceptional service to all internal and external customers
• Make presentations to all levels of management
• Proactively solve small problems before they become major issues
• Complete ad hoc projects within aggressive timelines as delegated by leadership
• Participate in any required training or industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above set standards

Additional Job Description

Your Skills & Abilities (Required Qualifications):

• Bachelor's degree required
• 2+ years' experience in customer service-related profession
• 2+ years' experience with social platforms (Facebook, Instagram, web forums, etc.) at a professional level
• Ability to write succinctly within the Social Media Space
• Previous leadership experience in the Social Media space preferred
• Knowledgeable of CRM systems, Social Engagement tools, and Knowledge Management systems
• Strong communication skills verbal and written.
• Ability to multi-task and manage competing priorities effectively.
• High level of attention to detail.
• Demonstrated ability to work independently and collaboratively.
• Proficiency in Microsoft Office Suite required.
• Ability to use data analytics tools to track performance metrics.
• Creative thinker who can develop innovative solutions to complex problems.
• Self-motivated and results oriented individual who can thrive in a fast-paced environment.

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., H-1B, OPT, STEM OPT, CPT, TN, J-1, etc.)

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 believe we all must make a choice every day individually and collectively to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Benefits Overview

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Non-Discrimination and Equal Employment Opportunities (U.S.)

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 providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.

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.

Accommodations

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