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Assistant Manager for GM Dealer Chat

  • Localização
    • Warren, Michigan
  • Agendar Full time
  • Postou

Descrição

​This role is categorized as hybrid. This means the successful candidate is expected to report to [7000 Building, Warren MI ] three times per week, at minimum [or other frequency dictated by the business].

The Assistant Manager for GM Dealer Chat will be responsible for developing Dealer Chat strategy and overseeing performance results.  This position will support business goals through increasing GM dealer chat enrollments and driving revenue while enhancing customer/dealer satisfaction. The Dealer Chat assistant manager will lead performance using various GM systems to proactively identify ways to enhance dealer/customer experiences while building strong relationships with Advisors, Team Leads and multiple cross-functional stakeholders.  This position is responsible for managing the relationship between our enrolled dealers and their customer while selling additional dealer chat enrollments.

The ideal candidate for the role embodies GM’s Behaviors and brings an analytical and bold perspective on how to create a best-in-class chat experiences for our dealers and customers.  Ability to lead change, collaborate and influence across all functions, effectively prioritize and thrive in an ambiguous / fast-paced environment is a must. This position needs to understand the functions of IEX Workforce Management while monitoring Microsoft Teams and Advisor chats.

Responsibilities:

  • Oversee the daily management of GM Dealer Chat Advisors and support the overall goals of conversion, quality, and customer satisfaction

  • People Leadership of a group of 4 Team leaders and a group of 60 contract advisors and support team

  • Create and promote a team culture that puts the dealer and customer at the center of everything that we do while delivering operational excellence and maintaining an engaging, vibrant workplace

  • Daily monitoring of priority KPI performance including lead conversion, chat response time, chat coverage, and overall productivity

  • Monthly strategy and monitoring of dealer enrollments and revenue goals

  • Provide proactive support and direction to Advisors working with customers that request assistance with vehicle/dealer questions and issues via chat

  • Effective data analytics to identify pain point, prioritize work and create enhancements

  • Use data analytics to develop and execute marketing campaigns to increase revenue

  • Drive consistency across the team by regularly reviewing processes and workflows to identify team training opportunities or improved efficiencies

  • Review and approve weekly Advisor payroll submissions and time off requests

  • Manage special projects or new customer initiatives as the need arises

  • Development of leadership presentations for strategic reviews and forums

  • Assess and plan necessary training initiatives based on trends

  • Collaborate with agency partners to guide marketing refresh and digital footprint

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate

[Additional Description]

Qualifications/Requirements:

  • Bachelor’s Degree preferred

    Business Management, Marketing or Finance, or Equivalent Work Experience in these fields

  • 3+ years of experience in customer service-related profession

  • People Leader Experience Preferred

  • Dealership Experience is a plus

  • Supplier Management/Contact Center experience preferred

  • 3+ years of experience in sales with proven success achieving sales targets

  • Self-motivated, driven to excel, capable of always providing a white glove experience to customers

  • Ability to inspire and drive employees to elevate performance, deliver successful metrics and adhere to GM’s Cultural Behaviors

  • Demonstrated ability to work with minimal supervision on unstructured assignments

  • Strong organizational, communication and collaboration skills

  • Effective Communicator across all media—verbal, written, social media savvy

  • Experience with Microsoft Office Required

  • Siebel/Advisor Workbench, XM Discover, Oracle Business Intelligence Software, IEX Workforce Management Preferred

  • Automotive retail experience preferred

  • 10% travel Domestically

GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.

Informações sobre diversidade

A General Motors está comprometida em ser um local de trabalho que não só é livre de discriminação ilegal, como estimula verdadeiramente a inclusão e integração. Acreditamos enfaticamente que a diversidade na força de trabalho cria um ambiente no qual nossos colaboradores podem crescer e desenvolver melhores produtos para nossos clientes. Incentivamos os candidatos interessados a analisar as principais responsabilidades e qualificações de cada função e a se candidatar a qualquer cargo que corresponda a suas habilidades e capacidades. Os candidatos no processo de recrutamento podem, quando aplicável, ser solicitados a concluir com sucesso uma ou mais avaliações relacionadas à função e/ou uma seleção pré-emprego antes de iniciar o emprego.  Para saber mais, acesse Como contratamos.

Declaração de Igualdade de Oportunidades de Emprego (EUA)

A General Motors tem orgulho de ser um empregador que oferece oportunidades iguais.  Todos os candidatos qualificados serão considerados para o emprego, independentemente de raça, cor, religião, sexo, orientação sexual, identidade de gênero, origem nacional, deficiência ou status como veterano protegido. 

Adaptações (EUA e Canadá)

A General Motors oferece oportunidades a todos os candidatos a emprego, incluindo pessoas com deficiências. Se você precisa de uma adaptação razoável para ajudá-lo na sua pesquisa de cargos ou solicitação de emprego, fale conosco pelo e-mail Careers.Accommodations@GM.com ou pelo telefone 800-865-7580. No seu e-mail, inclua uma descrição da adaptação específica que você está solicitando assim como o nome do cargo e o número de requisição do cargo ao qual está se candidatando.