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OnStar Command Center Leader Job

GM

Date: Jun 30, 2014

Location: Detroit, MI, US

OnStar Command Center Leader-SAL0005188

This operational role is in the 24x7 OnStar National Command Center. The Command Center Leader is responsible for managing the day to day call center activity to ensure key performance metrics are met and timely delivery of calls to meet our Subscribers expectations.

Responsibilities include:

- Host daily operational calls and ability to drive for resolution
- Use WFM tools IEX, ICE (MS access tool) and CC Pulse to monitor call center agent activities, call volume and real time queues
- Interface effectively with management team and remote site suppliers to balance and coordinate call center inbound phone activities including staffing and adherence issues
- Monitor key metrics: Occupancy, Service Level, Abandons etc...
- Monitor staffing levels across multiple Call Centers
- Maintain, generate and distribute Call Center Workforce Reports
- Review and address anomalies in intraday performance and provide summaries
- Drive real time staffing requirements by analyzing trends, real time conditions and intraday patterns
- Ability to effectively direct and manage the performance of Command Center Analysts
- Interface with cross functional teams such as Technical, Process and Forecasting teams to ensure processes and systems are working as designed to provide to optimal service to our Subscribers
- Flexibility to work various shifts including overnights, weekends and holidays
- Provide direction to call center during technical issues, maintenance and business continuity events
- Written communication of outages or events that impacts the ability to provide service
- Perform ad-hoc reporting and provide analysis when requested
- Effective communication with all levels of leadership

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, sexual orientation, gender identity/expression, or protected veteran status.

Qualifications

Basic Required:

- BA / BS in Operations Management, Business Administration, or equivalent experience
- 2 + years of call center experience with workforce management or operations background

- Proficiency in Microsoft Office: Word, Excel, PowerPoint, Access, Visio and Outlook
- Workforce management experience
- Knowledge of IEX or other WFM tools
- Excellent oral and written communication skills
- Detail orientated and ability to multi-task in a fast paced environment
- Strong working knowledge of customer service measurement procedures and techniques
- Basic understanding of OnStar Call Center Operations, Service Delivery and the OnStar System Infrastructure
- Ability to work effectively in fast paced, dynamic team
- High attention to detail
- Knowledge of and ability to effectively use workforce management computer software as it pertains to the job responsibilities
- Ability to prioritize, schedule, and meet deadlines
- Ability to work independently and be self-directed
- Work flexible hours including midnight shifts and Holidays

Basic Preferred:

- Minimum 1 Year Experience at OnStar
- Call Center experience
Location: Detroit, MI

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, sexual orientation, gender identity/expression, or protected veteran status.
Primary Location: US-MI-Detroit
Posting Date: Jun 30, 2014, 11:05:20 AM - Ongoing
Job: Sales, Service & Marketing


Nearest Major Market: Detroit
Job Segments: Sales, Call Center, Customer Service