Description

Atuação: Híbrido - 3x presencial na Planta GM São Caetano.

Responsável por dar suporte operacional e analítico, garantindo aderência e excelência operacional aos processos de PSC por meio da implementação de práticas de Quality Assurance e da gestão eficiente do conhecimento (Knowledge Management). Atua promovendo padronização, melhoria contínua e experiência positiva para o cliente interno.

Responsabilidades:

Realizar análises qualitativas dos atendimentos, identificando desvios, riscos operacionais e oportunidades de melhoria, conduzindo análises de causa raiz e propondo planos de ação.
Acompanhar monitorias em conjunto com o time de Qualidade, assegurando a efetiva implementação das melhorias identificadas
Apoiar a correta aplicação do Call Handling Master Process pela equipe de atendimento, esclarecendo dúvidas sobre escopo PSC, roteamento de casos e uso de ServiceNow.
Manter atualizados scripts de atendimento, mensagens padrão de e-mail e instruções operacionais ligadas ao canal, em alinhamento com Qualidade & CI e Treinamento.
Atuar como ponto focal com o time global de Knowledge Management para alinhamento de padrões, governança e implementação de melhorias de gestão do conhecimento.
Assegurar a governança de SOPs, incluindo padronização, revisão periódica e conformidade
Implementar boas práticas de gestão do conhecimento (curadoria, versionamento, governança); e apoiar treinamentos operacionais com base em gaps identificados.
Apoiar iniciativas de transformação digital e automação, contribuindo para a evolução contínua dos processos de People Services.

Requisitos obrigatórios:

Superior completo em RH, Administração de empresas ou áreas correlatas.
Familiaridade com sistemas de RH e ferramentas de CRM (ServiceNow ou similar).
Capacidade de análise e elaboração de relatórios, dashboards e indicadores (Excel, Power BI, Knime, entre outros).
Conhecimento em gestão de processos e metodologias de melhoria contínua.
Inglês Avançado (será testado).

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 may be eligible for relocation benefits.

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 believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Total Rewards | Benefits Overview

From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.

Non-Discrimination and Equal Employment Opportunities (U.S.)

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations

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