General Motors

Global Command Center Analyst

General Motors
30100 Mound Rd, Warren, MI 48092, USA
Full-TimeDepends on ExperienceMid-LevelBachelors
Job Description

Prepare data for daily morning huddle to provide a recap of previous day’s contact center metrics, technical incidents, and upcoming maintenances. The Global Command Center oversees and monitors contact center and system performance for GM Connected and Customer/Dealer Services with the priority of ensuring best in class customer service. Analyze interval and daily transaction volume (inbound, outbound), Customer Resolution Time (CRT), staffing and other production metrics by group and report on actual vs. forecasted (phone, web, e-mail, fax, white mail, chat/messaging). Responsible for providing input on staffing discussion to drive actions taken to fill staffing negatives at the site level. Responsible for all aspects of Command Center involvement during IT incidents, maintenances, major releases, and the real time management of technological outages.

Where is this job?
This job is located at 30100 Mound Rd, Warren, MI 48092, USA
Job Qualifications

  • 2+ years of previous experience working in Real-Time Adherence, forecasting, monitoring and analysis of customer contacts

  • Ability to manage multiple activities at one time in a high-pressure environment

  • Thorough knowledge of NICE IEX WFM

Required Skills

  • MS Word

  • Effective Time Management

  • PowerPoint skills

  • Excel (including knowledge of Macros)

  • GAA (Global Advisor Application)

Soft Skills

  • Prioritizing skills

  • Organizational skills

  • Communication Skills

  • Results-Driven

  • Attention to detail and accuracy

  • Multi tasker

  • Flexibility and adaptability

Compensation

According to JobzMall, the average salary range for a Global Command Center Analyst in 30100 Mound Rd, Warren, MI 48092, USA is $55,000 to $75,000 per year.

Additional Information
General Motors is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Required LanguagesEnglish
Job PostedJanuary 27th, 2022
Apply BeforeMay 22nd, 2025
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About General Motors

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