People Service Center

2 semanas atrás

São Caetano do Sul, Brasil General Motors Tempo inteiro

**Hybrid**:This position does not require an employee to be on a full-time basis (3 times a week)

**What You'll Do (Responsibilities)**:
**Knowledge Management**:

- Train and support Sao Caetano Service Center agents, authors and approvers in using the Knowledge Management tool (GM ITSM)
- Manage the tool as Knowledge Manager (administrator & publisher role)
- Create/Maintain user profiles and update them as changes arise
- Publish articles making sure to audit the format and step by step process
- Manage delinquent workflow documents in the approval process and reach out to authors, approvers and managers as needed
- Work with IT to resolve system issues
- Review the monthly Knowledge Management usage reports, discuss trends and improvements with the local leadership
- Perform User Acceptance Testing for Knowledge Management tool changes
- Share feedback and local ideas for improvements with the global team
- Assist Global Lead with special projects related to Knowledge Management (i.e. Prep content for Socrates Integration)
- Analyze training strategies according Flexibility Chart results

**Training**
- Develop the site annual training plan based on a training needs analysis, skills assessment, and site business plan
- Develop training material as needed
- Conduct new hire training
- Organize and deliver training for all work migrating into the site and for tool releases/changes (i.e. Siebel)
- Develop scorecards and perform “License to Operate” assessments
- “Train the Trainer” (T3) as needed
- Develop training strategies to improve the efficiency and effectiveness of training delivery

**Additional Job Description**:
**Your Skills & Abilities (Required Qualifications)**:

- Bachelor's degree preferably in education, human resources or related areas
- Experience with Knowledge Management systems or Learning Management tools and how they are used in a contact center environment (ex: Servicenow, Salesforce, etc)
- Demonstrated ability to conduct training sessions effectively
- Presentation skills
- Advanced or Fluent in English

**What Can Give You A Competitive Edge (Preference Qualifications)**:

- Demonstrated ability to analyze data and present key insights in formal meetings
- Experience in customer service

**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. 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.

**Diversity Information**:
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 volunteer opportunities.

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