Sponsorship: 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.
Work Arrangement: This role is categorized as hybrid. This means the successful candidate is expected to report to GM Philippines office three times per week or other frequency dictated by the business.
The Role
The PS SSC Team Lead objective will assist base line agents in the day-by-day to meet performance of “fixing it right the first time” resulting in a positive customer experience. In addition, TAC plays a crucial role making sure the business intelligence generated from TAC is provided to Engineering and Quality to ensure product issues are known and addressed.
The TAC Escalation Team (E-Team) Team Lead is responsible for the day-to-day operations of their team as defined by the TAC Business Unit. Recognizes and recommends operational improvements to increase agent performance. Coaching, counseling, and motivating their team. Conducts performance reviews. Accomplishes team results by communicating job expectations. Other tasks and duties as assigned by the leadership team.
What You’ll Do
- Agents activities coordination - coordinates forecasts; scheduling and capacity plan with Workforce Team
- Performance analysis: interpret dashboards data and support supervisor by deciding, executing and tracking action plans to ensure team performance achievements
- Coaching, counseling, and motivating the team to achieve the metrics - adherence; AHT; connections issues
- Conducts huddles and performance reviews on a weekly basis
- Support Sr. Analyst and Quality Auditor with accurate performance feedback with the team members
- CAP Mid and Year End alignment by defining Goals (validated with Supervisor); Mid and End Year conversation and WD Submission other tasks and duties as assigned by the leadership team
Your Skills & Abilities (Required Qualifications)
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Bachelor’s degree holder
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Experience working in a Shared Services / Contact Center environment as a People Leader for a minimum of 4 years.
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Solid Experience working in a Shared Services / Contact Center environment.
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Experience working with a diverse and multi-cultural team.
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Experience working for a multinational organization and working with colleagues internationally are preferred.
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Hands on experience working with and proficiency in Workday, Case Management Systems, Knowledge Base Systems, Avaya Telephones, Employee Portals, Dashboard and Reporting Tools, and other HR Management Systems and Tools.
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Experience managing documentation of business processes including training materials, SOPs and Knowledge Database contents.
What Will Give You A Competitive Edge (Preferred Qualifications)
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Think Customer: Considering the customers’ needs in everything that’s being done.
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Innovate Now: Seeing things not as they are but as they could be
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Look Ahead: Making decisions now with long term view in mind and anticipating what lies ahead.
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One Team: Collaborating cross functionally to achieve enterprise-wide results.
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Be Bold: Respectfully speaking up, exchange feedback, and boldly sharing ideas without fear.
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It’s on Me: Taking accountability for safety and own actions, behaviors, and results.
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Winning with Integrity: Having a relentless desire to win and doing it win integrity.
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Startup Expertise: Can build from scratch.
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Implementation Skill: Getting things done.
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Service Expertise: Acting as end-user advocates.
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3rd Party Management Expertise: Building and maintaining stakeholder relationships.
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Data Expertise: Understands data and able to accurately operate.
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Change Expertise: Simplifies the complex.
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Excellence Expertise: Identifies opportunities for further change.
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Leadership Expertise: Removes barriers to drive performance.
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Functional Expertise: Possesses In-depth knowledge of certain functions.
