Dental Office Manager/Front Desk - Warren, MI, United States - FastTek Global

FastTek Global Warren, MI, United States

1 week ago

Description

The energy at our company is contagious. We will give you the training and opportunities to unleash your ambition.

About the

General Motors Customer Experience Global Command Center:

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.

The group performs a mission critical role in the daily operation of the contact center network and is responsible globally for enterprise service and customer experience delivery across all channels inclusive of human and digital experiences.

The team manages best in class performance in collaboration with our Business stakeholders, Contact Center Sites, IT, Supplier Partners, Engineering and Commercial partners and take pride in effectively managing all impacts to our service operations.

The selected candidate will monitor, report, and analyze intraday performance by business unit to ensure key performance indicators are met across the Global Enterprise and in an efficient manner.

The position will be responsible for monitoring and communicating from a Global Contact Center perspective.

This role will utilize workforce management tools and reporting to make decisions regarding staff management at each location to ensure service performance objectives, occupancy, and allocation targets are being met.

Communication with supplier management, Business Performance Leads, as well as executive leadership is a key function of the job.
The Global Command Center Coordinator is an extension of typical workforce management, with an emphasis on staff management.
This role will help direct the Command Center Analysts in an indirect reporting relationship. Must seek team success through Analyst performance and development.

Continuously monitor metrics for all Business Units to observe and react to any trends that are being observed throughout the day across the Global Enterprise
Cultivate relationships with each supplier, with a comprehensive understanding of contract expectations and limitations

This individual will be responsible for performing analyst duties as needed to ensure proper coverage throughout the day and managing the day-to-day key performance metrics.

~ Bachelor's Degree or equivalent workforce management experience preferred
~2-3 years of experience in forecasting, monitoring, and analysis of customer contacts in a contact center real-time environment preferred. Technical or automotive experience a plus
~ Highly innovative and creative thinker
~ Working knowledge of industry standard contact center technology (ACD, IVR, Network Features), reporting automation applications
~ MS Teams, Skype, SharePoint, Microsoft Word, Microsoft PowerPoint, Microsoft Excel (including knowledge of Macros), IEX, CCPulse, Salesforce, CXOne, DCCM, Global Advisor Application and Siebel

College degree or equivalent training preferred.
~Basic computer knowledge, Microsoft, excel, teams, etc.

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