People Services Team Lead

Job Description

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
  
  
  

Additional Job Description

Your Skills & Abilities (Required Qualifications)

• Bachelor’s degree holder
• Experience working in a Shared Services / Contact Center environment as a People Leader for a minimum of 4 years.
• Solid Experience working in a Shared Services / Contact Center environment.
• Experience working with a diverse and multi-cultural team.
• Experience working for a multinational organization and working with colleagues internationally are preferred.
• 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.
• Experience managing documentation of business processes including training materials, SOPs and Knowledge Database contents.
  
  
  

What Will Give You A Competitive Edge (Preferred Qualifications)

• Think Customer: Considering the customers’ needs in everything that’s being done.
• Innovate Now: Seeing things not as they are but as they could be
• Look Ahead: Making decisions now with long term view in mind and anticipating what lies ahead.
• One Team: Collaborating cross functionally to achieve enterprise-wide results.
• Be Bold: Respectfully speaking up, exchange feedback, and boldly sharing ideas without fear.
• It’s on Me: Taking accountability for safety and own actions, behaviors, and results.
• Winning with Integrity: Having a relentless desire to win and doing it win integrity.
• Startup Expertise: Can build from scratch.
• Implementation Skill: Getting things done.
• Service Expertise: Acting as end-user advocates.
• 3rd Party Management Expertise: Building and maintaining stakeholder relationships.
• Data Expertise: Understands data and able to accurately operate.
• Change Expertise: Simplifies the complex.
• Excellence Expertise: Identifies opportunities for further change.
• Leadership Expertise: Removes barriers to drive performance.
• Functional Expertise: Possesses In-depth knowledge of certain functions.
  
  
  

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.

Non-Discrimination and Equal Employment Opportunities

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.

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. To learn more, visit How we Hire.

Accommodations

General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us 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.