Head of Contact Centers and Service Delivery

**Job Description**: There’s never been a more exciting time to work at General Motors. General Motors’ vision is to create a world with Zero Crashes, Zero Emissions and Zero Congestion, and we have committed ourselves to leading the way toward this future. Today, we are in the midst of a transportation revolution, and we have the ambition, the talent and the technology to realize the safer, better and more sustainable world we want. As an open, inclusive company, we’re also creating an environment where everyone feels welcomed and valued for who they are. This leadership position within the **OnStar and Digital Services & Experiences **team of Africa & Middle East, entails overseeing the operations of both the OnStar Middle East and Traditional (Care) contact centres. The responsibilities include managing local policies, procedures, and the operational structure, ensuring alignment with the GM culture across the site. Additionally, the role involves analysing the centre’s operations and efficiency, implementing staffing and HR practices with support from our suppliers and stakeholders, and providing direction in hiring, development, and performance management for our supplier’s call centre management staff. This role will manage a local team of approximately 6 direct reports and 100 Supplier staff, while also collaborating with the wider global OnStar team including the Service Delivery team and the Connected Operations team. - This role will report directly to the Managing Director of DSX in AMEO. The person in the role will located in 6th October City, Egypt as an OnStar Egypt LLC local employee. _ **Position Tasks and Responsibilities**: - **_Safety and Quality Assurance: _**_Oversees workplace and customer safety, internal quality, and ensures PCI compliance. Conducts continuous audits to ensure safety and compliance. _ - **_Customer Experience Management: _**_Focuses on delivering world-class customer service, analyzing customer interactions, and ensuring positive experiences through scorecard metrics. _ - **_Operational Analysis and Improvement _**_: Analyzes operational practices, recommends improvements, and drives innovation based on observations. Establishes and implements performance standards aligned with corporate objectives. _ - **_Familiarity with Tools and Technologies: _**_Understanding of call center tools including; Workforce management tools such as IEX, CMS, Knowledge Management, Case Management tools, Chat Tools, Global Connect, In-Moment, NICE, Call Quality Management. _ - **_Employee Engagement and Development _**_: Drives employee engagement through participation in site activities, community events, and recognition programs. Administers succession planning exercises and oversees employee satisfaction initiatives. _ - **_Program Execution and Communication: _**_Directs the execution, standardization, communication, and monitoring of corporate programs. Clarifies and communicates key performance and quality measures for teams. _ - **_Resource Planning and Management _**_: Conducts effective resource planning to maximize productivity. Manages budgeting, tracks expenses, and evaluates performance metrics. _ - **_Leadership and Mentorship _**_: Provides strong leadership, mentors team members, and guides them to maximize net reservation revenue. Develops and administers the department budget. _ - **_Quality Assurance and Performance Management: _**_Develops and maintains effective internal and external Quality Assurance (QA) programs. Manages metrics, ensures customer satisfaction, and reports statistical performance levels related to the call center. _ - **_Directing the execution, standardization, communication, and monitoring of corporate programs: _**_This involves overseeing the implementation of various initiatives or projects within the company, ensuring they are carried out efficiently, consistently, and in line with corporate standards. It also involves communicating these programs effectively across the organization and monitoring their progress to ensure they meet their objectives. _ - **_Serving as "On Call" lead (24x7 accessibility via phone): _**_This means being available around the clock to provide leadership or support in case of emergencies, critical situations, or urgent issues that may arise within the company. It often entails being reachable via phone at all times to address any concerns or provide guidance as needed. _ - **_Continuous audit to ensure site is PCI compliant and building/facilities are safe and a workplace of choice _**_: This involves conducting regular audits or assessments to ensure compliance with PCI (Payment Card Industry) standards, which are crucial for organizations handling credit card transactions. 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. _ - **_Client Relationship Management _**_: M