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

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):

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

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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.)

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