Assistant Engagement Lead - Executive Resolutions

General Motors•Warren, MI

23h•Hybrid

About The Position

The Executive Resolution Team is a function of Customer Experience organization. It is both a presale and consultative organization as well as post-sales customer assistance for our GM owners. Executive Resolution’s primary goal is to provide the outstanding customer experience for Chevrolet, Buick & GMC customer. Including but not limited to service inquires, cost assistance, vehicle purchasing questions and supporting all aspects of the GM ownership lifecycle. The Role: The Executive Resolution Team supports customers when their concerns are elevated to senior GM leadership or require a specialized, high‑touch experience. The Assistant Engagement Lead for Executive Resolution will be responsible for overseeing the day to day operations of the Executive Resolution contact center group. This position will support the CX business goals and analyze processes that will improve customer satisfaction, strengthening the Dealer and field relationship with the Executive Resolution team. The Assistant Engagement Lead will track Executive Resolution’s performance management using various GM systems. This position is responsible for providing direction, coaching and mentoring the Team Leaders, managing the relationship with Workflow, the Command Center, quality and training teams in order to meet service level, quality, and operational metrics as defined by the organization.

Requirements

Experienced with preparation of data in order to provide feedback on Customer Experience and performance to Business Performance Leads and Leadership.
Review performance metrics and perform quality reviews utilizing CSAT and VOC dashboards
Prepare management reports and presentations
Assess and plan necessary training based on trends and drivers
Participate in Executive Resolution planning sessions and business unit cross-functional meetings

Nice To Haves

Strong relationship building skills
Excellent listening, written, and oral communication skills
Self-starting personality with the ability to think strategically, problem solve and develop creative solutions

Responsibilities

Oversee daily management of Executive Resolution contact center and support overall goals for initial contacts with customer, schedule out-bound calls/emails, goodwill direction and utilization, etc.
Daily monitoring of email/call activity associated with Executive Resolution
Weekly payroll review/approvals
Preparation of data in order to provide feedback on Advisor/Subscriber experience
Daily monitoring of Key KPIs
Project management on special projects as the need arises
Proactive to solve small problems before they become major issues
Serve as point of contact for Executive Resolution for immediate needs of the business

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