Education Performance Leader
General Motors

Job Info

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Job Description

This is a remote position; the selected candidate can reside and perform the work from anywhere within the United States.

About the Role:

The Education Performance Leader (EPL) is responsible for the delivery of outstanding experiences to General Motors Customers and Dealers, through interacting with Supplier Partners and cross-functional team members and ensuring Advisors are provided a phenomenal learning and onboarding experience. This role will focus on partnering with internal and external teams to implement GM's Learning roadmap and strategy. Our focus is earning Customers for life, assisting in building our brands, supporting breakthrough technologies in our vehicles, serving our local communities, and helping to build the most valued automotive company.

Job Duties:

• Complete projects for the training function to improve the learner experience, increase efficiency, improve learner performance and plan for the future learning experience
• Be responsible for the relationship with the supplier recruiting and training teams, including developing strategies, communicating priorities, observing training sessions, problem solving and supervising progress to completion for various programs
• Review monthly call volume and staffing forecasts, along with the supplier's staffing plan, to resolve new hire requirements (e.g. hiring profiles, class sizes, timing), to ensure site staffing needs are met
• Lead/facilitate the comprehensive onboarding advisors annually. Review each new hire group in partnership with the supplier, to resolve eligibility for graduation to production team.
• Ensure supplier partners support the Advisor onboarding experience in accordance with GM's requirements
• Speak to each new hire group to convey the GM CX mission and core values
• Analyze performance to resolve training and learning effectiveness. Focus Advisor performance measurement on new Advisors at scheduled time intervals (training "nesting" period, 30 days, 60 days, and 90 days) and on performance comparisons following new initiative training (comparing post training performance to baseline performance prior to the training initiative).
• Work to improve new Advisor performance by capturing insights for monthly business reviews, including a graduation performance tracking report and supplier feedback requests for training changes
• Observe and supervise supplier performance of the Academy Bay (ABAY) process, and engage with new hire graduation decisions with supplier partner. Academy Bay is a phase following the product specific classroom training where advisors start taking production calls for a few hours each day. Academy Bay is a minimum of 10 days and a maximum of 20 days taking production calls following a certain progression. Advisors' calls are assessed during this period to resolve whether they graduate to full production.
• Audit recruiting, training and ABAY processes, and report results and recommendations to supplier performance management
• Understand onboarding attrition (training and ABAY), and work with supplier partner to develop and implement strategies to improve results
• Supervise the completion and quality of the supplier's execution of required annual developmental training requirements for Advisors and supplier leadership staff
• Create and maintain Advisor Safety Training for local site, and provide T3 support for any new trainers
• Supervise supplier compliance with the Trainer certification process, audit classes (both new hire and new initiative) to validate approved course materials are being used as designed and validate the effectiveness of the approved curriculum.
• Make recommendations on training content and execution to CX Instructional Designers and Supplier Training Managers based on observations and performance data
• Engage regularly with cross functional partners across GM and supplier training staff, to advise teams of upcoming initiatives and changes, standard methodologies, insights and strategic recommendations
• Create monthly billable training forecast of expected training demands, including billable and non-billable activity to GM
• Review and approve monthly supplier training invoice as compared to forecast, and make recommendations to site management
• Review refresher training, bulletins management

Additional Job Description
Skills and Qualifications Include:

• Customer focused with a sense of providing value to internal and external stakeholders
• Supplier management in a contact center environment with a consistent track record of delivering results.
• 10 years of proven experience in the contact center space
• Strong solid understanding of End to End Training framework; effectiveness measurement procedures and techniques; demonstrate customer focus by investigating and taking action to meet customers' current and future needs
• Ability to empower others and achieve results by setting clear goals and objectives, measuring performance, and providing guidance and direction
• Demonstrated commitment to process improvement and innovation, customer focused in defining quality and established priorities
• A self-initiating, entrepreneurial thinker who is able to suggest and develop both long-term business solutions and short-term tactical strategies and plans
• Ability to influence and gain dedication at all levels of the organization through communication and collaboration; skilled communicator in a matrix environment
• Ability to think both creatively and critically
• Ability to work in an environment that is continuously changing and able to bring others along the journey
• Ability to handle at least 2 sites remotely

Required Skills and Qualifications Include:

• BA/BS in Operations Management, Business Administration, or related field
• 3+ years supplier and training management / contact center related experience
• Strong contact center background with an industry leader
• Understanding/Experience of process improvement, lean methodologies
• Skilled in Excel/Word/PowerPoint/Outlook

Key Skills and Proficiencies:

Strategic Skills:

• Business Acumen

Please only apply if you DO NOT need sponsorship to work in the Unites States now or in the future. We are unable to consider candidates who require sponsorship.

Compensation: The median level of salary compensation for this role is $109,283.

Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.

Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.
#LI-Remote #GM-Remote

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About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities.GM is proud to be an equal opportunity employer.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statements

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us atCareers.Accommodations@GM.com. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

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