There’s never been a more exciting time to work at General Motors.

General Motors’ vision is to create a world with Zero Crashes, Zero Emissions and Zero Congestion, and we have committed ourselves to leading the way toward this future. Today, we are in the midst of a transportation revolution, and we have the ambition, the talent and the technology to realize the safer, better and more sustainable world we want. As an open, inclusive company, we’re also creating an environment where everyone feels welcomed and valued for who they are.

This leadership position within the OnStar and Digital Services & Experiences team of Africa & Middle East, entails overseeing the operations of both the OnStar Middle East and Traditional (Care) contact centres. The responsibilities include managing local policies, procedures, and the operational structure, ensuring alignment with the GM culture across the site.

Additionally, the role involves analysing the centre’s operations and efficiency, implementing staffing and HR practices with support from our suppliers and stakeholders, and providing direction in hiring, development, and performance management for our supplier’s call centre management staff.

This role will manage a local team of approximately 6 direct reports and 100 Supplier staff, while also collaborating with the wider global OnStar team including the Service Delivery team and the Connected Operations team.

This role will report directly to the Managing Director of DSX in AMEO. The person in the role will located in 6th October City, Egypt as an OnStar Egypt LLC local employee.

Position Tasks and Responsibilities:

• Safety and Quality Assurance: Oversees workplace and customer safety, internal quality, and ensures PCI compliance. Conducts continuous audits to ensure safety and compliance.
• Customer Experience Management: Focuses on delivering world-class customer service, analyzing customer interactions, and ensuring positive experiences through scorecard metrics.
• Operational Analysis and Improvement: Analyzes operational practices, recommends improvements, and drives innovation based on observations. Establishes and implements performance standards aligned with corporate objectives.
• Familiarity with Tools and Technologies: Understanding of call center tools including; Workforce management tools such as IEX, CMS, Knowledge Management, Case Management tools, Chat Tools, Global Connect, In-Moment, NICE, Call Quality Management.
• Employee Engagement and Development: Drives employee engagement through participation in site activities, community events, and recognition programs. Administers succession planning exercises and oversees employee satisfaction initiatives.
• Program Execution and Communication: Directs the execution, standardization, communication, and monitoring of corporate programs. Clarifies and communicates key performance and quality measures for teams.
• Resource Planning and Management: Conducts effective resource planning to maximize productivity. Manages budgeting, tracks expenses, and evaluates performance metrics.
• Leadership and Mentorship: Provides strong leadership, mentors team members, and guides them to maximize net reservation revenue. Develops and administers the department budget.
• Quality Assurance and Performance Management: Develops and maintains effective internal and external Quality Assurance (QA) programs. Manages metrics, ensures customer satisfaction, and reports statistical performance levels related to the call center.
• Directing the execution, standardization, communication, and monitoring of corporate programs: This involves overseeing the implementation of various initiatives or projects within the company, ensuring they are carried out efficiently, consistently, and in line with corporate standards. It also involves communicating these programs effectively across the organization and monitoring their progress to ensure they meet their objectives.
• Serving as "On Call" lead (24x7 accessibility via phone): This means being available around the clock to provide leadership or support in case of emergencies, critical situations, or urgent issues that may arise within the company. It often entails being reachable via phone at all times to address any concerns or provide guidance as needed.
• Continuous audit to ensure site is PCI compliant and building/facilities are safe and a workplace of choice: This involves conducting regular audits or assessments to ensure compliance with PCI (Payment Card Industry) standards, which are crucial for organizations handling credit card transactions. Additionally, it involves ensuring that the physical building and facilities meet safety standards and provide a conducive environment for employees, making it a desirable workplace.
• Client Relationship Management: Manages and expands client relationships, finds and closes new revenue opportunities within the existing client base. Ensures compliance with regulatory agency guidelines and standards.
• Legal and Governance Compliance: Maintains supplier contracts, oversees local legal entity maintenance, and ensures governance compliance.

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.

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.

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 volunteeropportunities. 

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