Global Command Center Leader

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 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

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