Contact Center Operations Advisor - Business Development Center Team Leader

Job description

Job Description This position is hybrid and requires an employee to be on-site in Warren 3 days a week to perform most effectively. The Role: The GM Dealer Chat Team Leader will work closely with and report to the Dealer Chat Engagement Lead. This position will support key business goals by helping increase GM Dealer chat enrollments, improving advisor performance, and enhancing operational efficiency . The ideal candidate for the role embodies GM’s Behaviors and will bring an analytical and bold perspective on improving their team’s performance. What You'll Do: What Can Give You a Competitive Advantage (Preferred Qualifications) - Develop and coach a team of 12 – 14 advisors to provide exceptional customer service to all consumers shopping on dealer websites. - Create a dynamic team culture that is focused on increasing leads and lead quality for dealerships enrolled in the program. - Daily monitoring of priority KPI performance including lead conversion, chat response time, chat coverage, and overall productivity - Assist with dealership sales demos and present program information at request. - Create, implement, and maintain all internal processes and conversation flows to achie...