Contact Center Operations Advisor - Business Development Center Team Leader

The position oversees a 12 to 14 advisor team with the goal of increasing GM Dealer chat enrollments, enhancing advisor performance, and improving overall operational efficiency. This is a hybrid on-site role in Warren, reporting to the Dealer Chat Engagement Lead.

Responsibilities

• Lead and coach a team of 12–14 advisors to deliver exceptional service to consumers shopping on dealer websites.
• Cultivate a dynamic team culture aimed at increasing leads and improving lead quality for enrolled dealerships.
• Monitor daily priority KPI performance, including lead conversion, chat response time, chat coverage, and overall productivity.
• Assist with dealership sales demos and present program information when requested.
• Design, implement, and maintain internal processes and conversation flows to drive results and maintain best-in-class customer experiences for customers and dealers.
• Conduct monthly Quality Reviews for assigned advisors and provide feedback to support personal and professional growth.
• Provide proactive guidance to Advisors assisting customers with vehicle or dealer questions.
• Collaborate with other business units through regular check-ins to understand new initiatives and cross-functional impacts.
• Develop coaching materials and lead group coaching sessions for advisors.
• Leverage data and analytics to inform business decisions.
• Perform administrative duties including timekeeping and other support for contract resources.
• Identify opportunities to improve business processes, workflows, or GM tools and systems.
• Complete required training or industry certifications to maintain the technical knowledge and skills necessary for the role.
• Fulfill ad hoc projects within aggressive timelines as delegated by leadership.
• Maintain Monday through Friday availability with flexible hours based on team needs.

Requirements

• Bachelor’s Degree preferred
• Demonstrates a high-capacity, high-quality output at a quick pace
• Effective at engaging and influencing others
• Analytical and problem-solving skills
• Strong oral, written, and presentation communication abilities
• Automotive retail experience preferred
• 2+ years of experience in customer service or sales-related roles
• Proficient in computer navigation and Microsoft Excel, PowerPoint, and Word
• Ability to manage ambiguity and adapt quickly in a fast-paced environment
• Ability to manage multiple projects and activities within aggressive timelines

Technologies

• Excel
• PowerPoint
• Word

Job Description

This position is hybrid and requires on-site presence in Warren three days a week to perform most effectively.

The Role

The role reports to the Dealer Chat Engagement Lead and supports key business goals by increasing GM Dealer chat enrollments, improving advisor performance, and enhancing operational efficiency. The ideal candidate embodies GM’s Behaviors and brings an analytical and bold perspective to elevating team performance.

Preferred Qualifications

• Bachelor’s Degree preferred
• Demonstrates a high-capacity, high-quality output at a quick pace
• Effective at engaging and influencing others
• Analytical and problem-solving skills
• Strong communication skills across oral, written, and presentation formats
• Automotive retail experience preferred
• 2+ years of experience in customer service or sales-related roles
• Proficient in Excel, PowerPoint, and Word
• Ability to handle ambiguity and adapt quickly in a fast-paced environment
• Ability to manage multiple projects within tight timelines

About General Motors

GM aims for a world with Zero Crashes, Zero Emissions, and Zero Congestion, and embraces the responsibility to lead change that makes the world safer, better, and more equitable for all.

Why Join Us

GM believes in daily choices that drive meaningful change through actions and culture. The company emphasizes belonging to one General Motors team every day.

Benefits Overview

From day one, GM prioritizes your well-being and supports a rewarding career through Total Rewards resources that address work and personal life needs.

Non-Discrimination and Equal Employment Opportunities (U.S.)

GM is committed to a workplace free from unlawful discrimination that fosters inclusion and belonging, enabling employees to thrive and contribute to better products for customers.

Accommodations

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