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
The Contact Center Analyst – Social Care is 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):
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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
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Promote a team culture centered on the customer experience, while driving operational excellence and sustaining an engaging, vibrant workplace
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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
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Directly supervise Social Care Advisors by resolving team issues, proactively addressing conflicts, delegating tasks, and consistently tracking progress to ensure performance goals are met.
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Manage team productivity to achieve service/customer response targets
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Work under moderate level of supervision and collaborate with key stakeholders to address and solve issues
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Carry out designated routine tasks, ensuring timely completion and meet unit targets
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Perform administrative duties including timekeeping and other support as needed for contract resources
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Understand and follow established Social Care processes and have a high level of understanding of enterprise systems and technologies to accomplish work assignments
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Contribute to defining and team adherence to processes that produce best-in-class social consumer care experiences and identify opportunities for constant improvement
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Assist in the research and resolution of escalated situations, provide root cause analysis and necessary corrective actions
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Drive process compliance and overall performance
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Perform Quality Audits on assigned advisors and identify opportunities in quality, process compliance and customer experience – deliver regular advisor feedback
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Analysis of team performance measurements using Power BI and Excel for coaching and feedback
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Assist with resolving moderate scope problems using judgment based on established procedures and practices
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Provide input to GM training and curriculum development
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Help train new staff in areas of expertise as needed
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Approve posts to customers for new hires as requested
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Post/Respond to customers in high volume situations
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Proactively anticipates team needs by continuously training and rotating advisors to ensure operations are not disrupted
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Drive employee engagement by creating and participating in activities, community events and supporting recognition programs
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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
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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
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Provide exceptional service to all internal and external customers
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Make presentations to all levels of management
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Proactively solve small problems before they become major issues
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Complete ad hoc projects within aggressive timelines as delegated by leadership
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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
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