Description
Work Arrangement: This role is categorized as onsite. This means the successful candidate is expected to report to the GM office full time.
The Role: This role is responsible for supporting OnStar's call center functions. This position interacts with OnStar employees in OnStar Service Delivery and Marketing, as well as the support functions for the call center partner.
In this role you will serve as the focal point for system issues, new initiatives, audit & compliance, periodic deployments and implementation of strategic initiatives. Act as a focal point with the contact center for IT and facilities management support. Ensure site is PCI compliant and building/facilities are safe and a workplace of choice.
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This is a non-shift position, but available to enable 24/7/365 Emergency Customer Support.
This role will report to OnStar Head of contact center - AMEO and is located in 6th October City, Egypt
What You'll Do:
- Act as the focal point for all new initiative and projects
- Support the other functions in new implementations and project management.
- Coordinate with supplier in all facilities and IT related issues and requirements
- Maintain project plans, follow up on progress, and ensure meeting timelines.
- Work with IT, the OnStar System Operations Team, Legal/Public Policy and Engineering to implement solutions, and enhance tools and applications for OnStar advisors and subscribers.
- Project management in implementing special projects as the need arises
- Act in a proactive manner to solve small problems before they become major issues
- Be "On Call" (24x7 accessibility via phone) on a rotational basis
- Drive process compliance and overall performance with Call Centre leadership
- Learning Global Service Portal application in depth and coordinate information sharing
- Collaborate with a variety of business stakeholders including Marketing, Field Sales, Dealer Relations and Product Development teams.
- Make presentations to all levels of management.
- Conducting regular audits or assessments to ensure compliance with PCI (Payment Card Industry) standards. Additionally, it involves ensuring that the physical building and facilities meet safety standards and provide a conducive environment for employees, making it a desirable workplace.
Additional Description
Your Skills & Abilities:
Knowledge and Experience:
- Supplier Management/Call Center related experience
- Demonstrated customer focus by investigating and taking action to meet customers' current needs
- Demonstrated ability to manage multiple projects/programs
- Proven performance management skills
- Ability to delegate and follow up/follow through to resolution
- Comfortable operating and leading in ambiguous situations
- Ability to interpret Customer and Supplier needs into requirements
- Experience in presenting to senior management.
- Knowledgeable and comfortable with new technologies and business models
Education:
- Business and Finance qualifications to a degree level
- Appropriate Project Management certifications
Skills:
- Call Centre Management
- Project Management
- Business Process Analysis, Development and Change Management
- Demonstrated ability to drive for results
- Demonstrated ability to perform in a fast paced and complex work environment
- Proved Performance Management skills, setting Goals, Objectives, Measuring Performance and Providing Guidance to staff to improve performance
- Desire to drive excellence
- Demonstrated ability
- Team Leadership capability
- Ability to meet deadlines
- Excellent oral and written communication skills
- Strong interpersonal skills
- Strong presentation skills
- Excellent attention to detail
- An understanding of / interest in IOT and the automotive industry
- Proactive with strong initiative
- Ability to be flexible and possess high interpersonal skills
- "Can-do" attitude and ability to react quickly in a dynamic environment
- Strong analytical skills
- Collaborative and team player
Competencies:
- Regional Understanding/Mindset
- Mange across geographies and functions
- Drive For Results
- Problem Solver
- Timely Decision Making
- Functional Expertise
- Dealing with Ambiguity
- Strategic Agility
- Business Acumen
- Intellectual Horsepower
- Managerial Courage
- Building Effective Teams
- Organization Agility
- Managing Vision/Purpose
- Integrity & Trust
- Customer Focus
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