Supplier Performance Leader – Case Management (Contact Center)

Job Description

Hybrid: on-site 3x per week (TUE-THU)

Work Location: Teleperformance facilities on Vila Prudente - São Paulo/SP (Contact Center)

What will your role be?
SPL is responsible for managing the relationship with call center partners to meet service level, quality, and operational metrics as defined by the organization. This position interacts daily with GM internal areas and with Advisors/Team Leads/Operations Managers on the call center partner.

What you will do (responsibilities):

• Review and approve requests for overtime
• Prepare data and main KPIs analysis to ensure Service Delivery
• Act proactively to solve small problems before they become major issues
• Champion the needs of call center partners within GM organization
• Learn Supplier system and application in depth as it pertains to LOBs assigned to improve process
• Coordinate information sharing between areas
• Function as liaison between cross-functional teams and respective supplier operation management teams for training, technology enhancements, and all call center activity
• Assist in the research and resolution of escalated cases; provide root cause analysis and necessary corrective actions
• Interact with process and project leadership to successfully implement new business requirements
• Review and discuss quality insights and operational enhancements on a weekly basis with suppliers

Additional Job Description

Your skills and abilities (required qualifications):

• Bachelor's Degree in Business Operations Management, Business Administration, or related field (Preferred)
• English fluency
• Excellent PC skills including MS Office (e.g., Excel, PowerPoint, Word)
• Data analysis orientation
• Service Delivery and CRM System Infrastructure knowledge
• Contract Management Supplier or Contact Center related experience
• Ability to manage multiple projects/programs
• Ability to delegate and follow up/follow through to resolution
• Customer Orientation Skills
• Ability to resolve disagreements with sensitivity, involving others when needed
• Excellent verbal and written communication skills

What Can Give You A Competitive Edge (Preference Qualifications):

• Understanding of Call Center Operations
• PWBI knowledge
• Intermediate Spanish proficiency
• Understanding of call center tools including but not limited to Workforce Management tools such as IEX, CMS, Knowledge Management Tools, Case Management tools (Siebel), Chat Tools (AVAYA), EDW, NICE CQM
• Knowledge/Experience of BPO management (vendor services)

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 aspire to be the most inclusive company in the world. 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. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences, whether through professional, personal, educational, or volunteer opportunities.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.