OnStar Service Delivery Supervisor - Brazil

Description
Hybrid: This position requires being onsite to attend business 3 x times per week (on Tuesday, Wednesday and Thursday only).
Please note that the OnStar contact center operates 24/7, requiring flexibility for weekend and holiday coverage to support our customers.
Role:
We are looking for a skilled and motivated Service Delivery Supervisor to manage OnStar operations in Brazil. In this role, you will collaborate with the Operations team and suppliers to ensure the effective delivery of OnStar services to both new and existing subscribers.
As the Brazilian Supervisor, you will play a crucial role in enhancing the customer experience for our customers and dealers while implementing innovative products to drive business growth. You will thrive in our fast-paced environment, focusing on key areas such as Safety, People Leadership, Customer Experience, Quality/Responsiveness, Supplier Performance, and Process Improvement with an emphasis on efficiency.
This position calls for a leader who can build strong relationships, solve problems, analyze data, and execute strategies proficiently. We seek a people-oriented leader who is eager to learn and drive change to help us achieve our business objectives. Our commitment is to earn customers for life, support the development of our brands, champion breakthrough technologies in our vehicles, serve our local communities, and contribute to building the most valued automotive company.
What You'll Do (Responsibilities)

• Leading and managing processes for continuous improvement of the customer experience.
• Focusing on customer care, quality management, workforce planning support, recruiting, coaching, and training direct employees.
• Monitoring performance metrics, including call efficiency, low abandonment rates, high conversion rates, staffing utilization, acceptable turnover, and financial performance.
• Demonstrating a commitment to excellence through ongoing staff development programs that enhance employee engagement, service quality, knowledge, skills, and morale.
• Overseeing Supplier performance in all aspects of the Contact Center.
• Success in this role will be measured by the organization's ability to provide high-quality services while meeting Service Level Agreements (SLA), improving call performance, optimizing resource utilization, adopting proven technologies to enhance efficiency, and achieving key performance indicators (KPIs).
• The Supervisor will actively contribute to the overall operational targets of the company and play a vital role in daily business decisions.
• strategic planning and execution of Contact Center operations, as well as managing the Contact Center Supplier
• Execute the operational vision, ensuring that the Contact Center supplier aligns with customer and business needs. You will be continuously engaged in leading and inspiring your team to develop and document best practices in all areas of responsibility.

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Additional Description
Your Skills & Abilities (Required Qualifications)

• Bachelor's degree in Business, Engineering or a related field is preferred
• Knowledge of other South American cultures
• Proficiency in English as mandatory
• Candidates should have experience in management roles within the OnStar Call Center environment, focusing on both business performance and strategy, as well as service delivery.
• The ideal candidate will possess the ability to influence others and develop strong relationships with key stakeholders, establishing a solid partnership with the Contact Center supplier to set expectations and foster a positive culture among the 200+ supplier employees. A strong working knowledge of customer service, sales measurement procedures and techniques, customer focus, and end-to-end business operations is required.
• Familiarity with OnStar's history and brand is essential for success.
• Solid understanding of the Contact Center culture and the tools used to drive performance, including Average Handle Time, Abandon Rate, First Call Resolution, Advisor Quality, Customer Satisfaction, Sales, Call Routing, and other efficiency metrics.
• Drive for Results
• Customer Focus
• Decision Making
• RPA (robotic process automation) Vision
• Problem Solving
• Building Effective Teams
• Leadership
• Organizational Agility
• Dealing with Ambiguity
• Empowerment
• Managing Vision and Purpose
• Strategic Thinking

What Can Give You A Competitive Edge (Preference Qualifications)

• Spanish as a differentiator

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