People Services Center Analyst
Description
Sponsorship: GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.
Work Arrangement: This role is categorized as hybrid. This means the successful candidate is expected to report to the office three times per week or other frequency dictated by the business.
The Role
As a part of GM's Global Business Solutions (GBS) People Services you hold a focus on driving operational and tactical tasks. You are customer facing with specialized skills and subject matter expertise.
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Remote Moderator, $42/hr, Part-Time, Weekend, No Degree
Data Entry, $45/hr, Remote, Night Shift, College Student Job
Phone Support, Remote, $50/hr, No Experience, Part-Time
Virtual Assistant, No Experience, $42/hr, Remote, Weekend
Remote Customer Support, $45/hr, Part-Time, College Student
Data Entry, Remote, $40/hr, Night Shift, No Degree
Evening Virtual Assistant, Remote, $45/hr, No Experience
Weekend Customer Support, $42/hr, Remote, College Student
Remote Data Entry, $50/hr, No Experience, Evening/Night Job
Remote Live Chat, $40/hr, Part-Time, No Degree Required
Virtual Assistant, $42/hr, Remote, Weekend, Entry Level
Remote Phone Support, $45/hr, Evening, No Experience Required
Data Entry, No Experience, $50/hr, Remote, College Student
Remote Moderator, $40/hr, Weekend, No Degree, Part-Time
Live Chat Support, Remote, $42/hr, Night Shift, College Student
Phone Job, $50/hr, Remote, No Degree, Part-Time, Weekend
Data Entry, $45/hr, Remote, Evening, No Experience Required
Virtual Assistant, No Experience, $42/hr, Remote, Part-Time
Remote Customer Support, $50/hr, Night Shift, No Degree
Remote Data Entry, $40/hr, College Student Friendly, Part-Time
Live Chat Support, $42/hr, Weekend, Remote, No Degree
Virtual Assistant, Remote, $45/hr, Evening, No Experience
Remote Phone Job, $50/hr, College Student, Night Shift
Remote Moderator, $42/hr, Weekend, No Experience Required
Data Entry, No Degree, $45/hr, Part-Time, Remote Job
Customer Support, $50/hr, Remote, Evening/Night Job, No Degree
Virtual Assistant, $42/hr, Remote, Weekend, No Degree
Remote Live Chat, $45/hr, College Student, No Experience
Remote Data Entry, $40/hr, Part-Time, No Degree Required
Phone Support, $50/hr, Weekend, Remote, No Experience
Virtual Assistant, $42/hr, Evening, Remote, No Degree
Remote Customer Support, $45/hr, No Experience, Part-Time
Data Entry, $50/hr, Night Job, No Degree, Remote
Remote Moderator, $40/hr, College Student Friendly, Part-Time
Virtual Assistant, Remote, $42/hr, Weekend, No Experience
Remote Phone Job, $45/hr, Part-Time, No Degree Required
Customer Support, $50/hr, Night Job, Remote, No Experience
Data Entry, Remote, $42/hr, Evening Job, No Degree
Live Chat Support, $45/hr, Weekend, Remote, College Student
Virtual Assistant, Remote, $50/hr, Part-Time, Night Shift
What You’ll Do
- Responsible for the administration of day-to-day People Services calls, cases and activities being handled by People Services professionals, which are received from GM Employees and Customers, GBS sites, etcetera. Responsible for supporting the People Services Teams in the execution of other People Services tasks.
Responsible for the execution of: - Case Processing: Processing of cases assigned through various system touchpoints such as but not limited to calls and emails. Prioritizing and working on requests according to nature, urgency, and impact. Monitoring of personal queues and ageing cases. Following established processes for call and case handling and issue resolution including logging and documenting all inquiries into the case management tools, consulting knowledge resources, and escalating the case to other tiers and following through to resolution. Serving as the single point of contact for Employees and Customers for query resolution. Ensuring high-quality standards for all tasks assigned. Adhering to service level agreements (SLAs) established for case management. Referring to the People Services Supervisor and/or Senior Analyst-Team Lead cases that are prone or have already been raised to escalation stage.
- Continuous Improvement: Suggesting process improvements necessary for operational efficiencies and service excellence to drive quality, speed, simplicity, and safety. Maintaining and updating job aids and standard operating procedures knowledgebase.
- Operational Efficiency: Complying with the Global service level agreement, GM Corporate policies, and external regulatory requirements. Maintaining confidentiality of employee and customer information according to established practice. Performing based on the approved guidelines and job aids.
- Complaint Handling and Escalation: Ensuring timely resolution of clients’ issues and concerns. Escalating of complex transactions to the People Services Supervisor and/or Senior Analyst-Team Lead.
Additional Description
Your Skills & Abilities (Required Qualifications)
- Hands on experience working with and proficiency in Workday, Case Management Systems, Knowledge Base Systems, Avaya Telephones, Employee Portals, Dashboard and Reporting Tools, and other HR Management Systems and Tools.
- Experience managing documentation of business processes.
- Written and verbal proficiency in the English language.
- Bachelor’s degree in human resources, Business Administration, or related field is required
- Experience handling a role as Junior Analyst for minimum of 1 year in a Shared Services / Contact Center environment. Fresh graduate with excellent scholastic records may be considered.
- Experience working with a diverse and multi-cultural team
- Experience working for a multinational organization and working with colleagues internationally are preferred
What Will Give You A Competitive Edge (Preferred Qualifications)
- Willingness to work shifting schedules, including night shifts and holidays.
- Availability for potential 4x11 work schedule (four days a week, eleven hours a day).
- Flexibility for job rotations as needed.
- Ability to work in a hybrid environment, combining remote and in-office work as required.
- Action Orientation
- Customer Focus
- Drive for Results and Service Excellence
- Drive for Safety, Quality, and Speed
- Problem Solving / Analysis
- Written and Verbal Communication Skills
- Organizational Skills: Time Management and Prioritization
- Technical Skills
- Integrity and Trust
- Interpersonal Savvy
- Learning on the Fly
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. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
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