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 topicsServe 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 - desirableExperience with customer service and HR systems - desirable Core Competencies HR Foundation - Understanding of HR policies, processes, and employee lifecycle - 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). 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. Accommodations