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ID #49570073
State Michigan
City Auburnhills
Job type Permanent
Salary USD TBD TBD
Source Modis
Showed 2023-03-28
Date 2023-03-27
Deadline 2023-05-26
Category Et cetera
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Group Interaction and Process-Adherence (IPA) Evaluation Program Administrator

Michigan, Auburnhills, 48326 Auburnhills USA

Vacancy expired!

Akkodis is seeking a

Program Administrator for full-time opportunity with one of the largest car manufacturers in the world, who always provides innovative technologies and the highest quality! This is a

HYBRID role, so candidates must be local to Auburn Hills, MI to be considered. The Program Administrator, in collaboration with the Knowledge Integration Lead, provides administrative support for the IPA Evaluation Program. The Administrator also conducts IPA evaluations, provides ad hoc coaching based on evaluations, and supports the development and maintenance of the brand knowledge management tools.

Qualifications/Required Skills

  • Demonstrates strong verbal and written communication skills
  • Ability to prioritize tasks, work in an unstructured environment and multi-task
  • Ability to convert data and trends into actionable information to improve performance
  • Has demonstrated the ability to provide feedback to leadership and advocates
  • Has demonstrated the ability to interact with various levels of leadership
  • Displays high attention to detail
  • Previous leadership experience (coaching/mentoring)
  • Respect for the knowledge worker and the learning process
  • Regularly exercises discretion and independent judgment on business matters including confidential performance
  • Demonstrates strong mentoring skills
  • Strong interpersonal skills (positive attitude, flexible, adjusts to change and thrives under pressure)
  • Exhibits solid PC, MS Office and internal applications knowledge including Salesforce

    • Essential Responsibilities: IPA Program Administration (15%):
  • Managing and facilitating weekly IPA Program calibration with the Knowledge Coaches (including prep and action-item follow-through)
  • Keeping IPA Handbook(s) updated
  • Getting discussion items onto agendas for recurring meetings with Brand leaders
  • Managing monthly IPA calibrations with contact-center Leaders, Knowledge Coaches, and Training representatives
  • Monthly review of evaluation data for trends and deviations
  • Reviewing ad hoc evaluation questions with Coaches and contact-center Leaders
  • Support Knowledge Communication Specialist with monthly IPA Evaluation assignments

    • Process Auditing (35%):
  • Perform evaluations for brand Advocates and/or RCMs to assist with identification of behavior or process trends
  • Partner with brand leadership teams to identify and diagnose potential development opportunities within the team
  • Support New Hire training with evaluation and in-class call simulations/role plays

    • Knowledge Management and Coaching (50%):
  • Acts as Knowledge Centered Support (KCS) Practices Expert (once internal KCS training is completed)
  • Support and encourage learning the KCS Practices
  • Provide constructive feedback on work habits and articles created
  • Participate with other Coaches and the Knowledge Domain Experts on developing improvements to the workflow, the content standard and lifecycle, and identifying requirements for the infrastructure (tools/technology)
  • Monitor leading indicators (activities) for individuals - article creation, reuse and modify rates
  • Move staff along the KCS path from candidates to contributors so that they can consistently create articles that do not need review or rework
  • Monitor and edit article states and the relationships between article audience, article confidence, and article governance

    • Minimum Education Requirements:
  • BA/BS degree preferred, but not required

    • If you are interested in this

    Program Administrator opportunity, then please click APPLY NOW. For other opportunities available at Akkodis go to If you have questions about the position, please contact Chelsi Biskup at

    Equal Opportunity Employer/Veterans/Disabled Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State or local law; and Holiday pay upon meeting eligibility criteria. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs which are direct hire to a client.

    To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit ;/em>

  • The Company will consider qualified applicants with arrest and conviction records.

    • Equal Opportunity Employer/Veterans/Disabled

    To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to ;br>The Company will consider qualified applicants with arrest and conviction records

    Vacancy expired!

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