Contact Center Operations Advisor – Business Development Center Team Leader

General Motors

GM Dealer Chat Team Leader overseeing a team to improve chat enrollments and advisor performance. Collaborating with multiple teams for enhanced operational efficiency.

Posted 5/3/2026full-timeWarren • Missouri • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

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 achieve business results and maintain best-in-class customer experiences for our customers and dealers.
Perform monthly Quality Reviews (QR) to assigned advisors and deliver feedback to promote personal & professional growth.
Provide proactive support and direction to Advisors working with customers that request assistance with vehicle/dealer questions.
Collaborate with other BUs, via regular check-ins, to understand new initiatives and impacts cross-functionally.
Create coaching materials and lead group coaching sessions of advisors.
Leverage data and analytics to drive business decisions.
Perform administrative duties including timekeeping and other support as needed for contract resources.
Identify potential areas of improvement in business process, workflow or within GM tool and systems.
Complete any required training or industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required.
Complete ad hoc projects within aggressive timelines as delegated by leadership.

Requirements

What you’ll need

Bachelor’s Degree preferred
2+ years of experience in customer service or sales related profession
Computer navigation and proficiency in Excel, PowerPoint and Word
Ability to deal with ambiguity and adapt quickly in a fast-pace environment
Effective at engaging & influencing others
Analytical/problem solving skills
Communication – oral, written, presentation skills.
Automotive retail experience preferred.

Benefits

Comp & perks

From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisKPI monitoringlead conversionchat response time managementprocess implementationquality reviewcoachingadministrative dutiesExcelPowerPoint

Soft Skills

team developmentcustomer servicecommunicationproblem solvingadaptabilityinfluencingengagementcollaborationfeedback deliveryorganizational skills

Certifications

industry-specific certifications