Job Description

Hybrid: This position requires you to work on-site 3 times a week (Tue to Thu) in São Caetano do Sul/SP

Key Responsibilities 

As a PSC (People Service Center) Agent, you'll be part of a modern, AI-enabled service delivery team that combines technology with human expertise to deliver exceptional employee experience. You'll work alongside AI tools to resolve employee inquiries while continuously improving our knowledge base and eliminating friction in employee journeys. All Tier II analysts require: HR knowledge + strong technology aptitude.

• Handle escalated and complex HR cases requiring interpretation, judgment, and investigation
• Provide feedback on Level 1 agent friction points on challenging cases
• Partner with HRBPs and COEs on sensitive employee situations
• Identify systemic issues and friction points, recommend process improvements
• Lead knowledge article creation for complex topics
• Serve as AI tool super-user and train others

 

Technical Requirements

• Bachelor’s degree completed – mandatory
• Proficiency in Microsoft Office – mandatory
• English from intermediate level – mandatory
• HR experience - mandatory
• Knowledge of automation tools – desirable
• Experience with customer service and HR systems – desirable

 

Core Competencies
HR Foundation

• Understanding of HR policies, processes, and employee lifecycle
• Ability to interpret and apply HR guidelines appropriately
• Employee-first mindset and service orientation
   

Technology Aptitude

• Comfortable working with multiple digital platforms and AI tools
• Quick learner of new technologies and systems

Knowledge Management

• Continuously update and improve knowledge articles
• Document solutions and best practices
• Identify gaps in knowledge base
  
  Friction Elimination
• Focus on identifying root causes, not just solving individual cases
• Surface systemic issues for process improvement
• Think beyond the immediate problem to prevent future occurrences

Behavioral

• Advanced judgment
• Focus on Problem-solving and continuous improvement
• Innovation and Analytical thinking
• Coaching ability
• Strategic thinking
• Experience with workflow automation and digital tools (including but not limited to: Python, Knime and PowerBI).

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need gm immigration sponsorship now or in the future. This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}. This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

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 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 to feel they belong to one General Motors team.

Non-Discrimination and Equal Employment Opportunities

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations

General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us or call us at 1-800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.