Description
Modelo de trabalho Híbrido: Esta posição exige que esteja presencialmente 3x na semana (terça a quinta) em São Caetano do Sul.
A vaga
Garantir que todos os leads gerados via WhatsApp sejam atendidos com rapidez, eficiência e excelência pela rede de concessionários e pelo Customer Care, maximizando Contact Rate, qualidade de atendimento, NPS e conversão em vendas, assegurando ao mesmo tempo a estabilidade da plataforma (Omnidesk), a correta configuração operacional e a integração com Salesforce e CRM, incluindo o uso de WhatsApp em comunicações outbound (push).
O que você irá fazer (responsabilidades) :
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Gerenciar a jornada completa do lead (WhatsApp → CRM → venda), garantindo SLAs, qualidade de atendimento e conversão.
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Definir e acompanhar KPIs operacionais e de performance (contact rate, SLA, NPS, conversão).
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Administrar a plataforma de WhatsApp: usuários, acessos, filas, roteamento, fluxos e integrações com CRM.
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Atuar como ponto focal técnico para incidentes, melhorias, testes de releases e documentação operacional.
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Desenvolver e liderar treinamentos e ações de engajamento para concessionárias e times de vendas/BDC.
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Criar e analisar dashboards e relatórios integrando WhatsApp, CRM, vendas e NPS, identificando oportunidades de melhoria no funil.
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Apresentar resultados e insights para a liderança, com foco em impacto em vendas e performance da rede.
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Trabalhar com o time de CRM em campanhas outbound via WhatsApp (nutrição, reativação, ofertas), garantindo compliance (LGPD e políticas Meta).
Localidade: São Caetano do Sul/ SP
Suas habilidades e competências (qualificações obrigatórias):
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Formação em Administração, Marketing, Engenharias ou áreas afins
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Português fluente | Inglês avançado | Espanhol é diferencial
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Experiência em Operações de Vendas, CRM, Customer Care ou Canais Digitais
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Vivência com Salesforce (ou CRM similar) e plataformas de atendimento/WhatsApp
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Forte perfil analítico e data-driven (KPIs, funil, dashboards)
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Capacidade de engajar e influenciar times multidisciplinares
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Perfil hands-on, com ownership e foco em resultados
#LI-AS
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 role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.
This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.
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Accommodations
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