Workforce Management Forecaster

Job Description

Sponsorship: GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE.  DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.

Work Arrangement: This role is categorized as hybrid. This means the successful candidate is expected to report to the office three times per week or other frequency dictated by the business.

The Role

The Workforce Management Forecaster will optimally allocate resources in the People Services Centers in Manila, PH, Sao Caetano, BR and Ramos, MX.  The incumbent will forecast, monitor, and analyze volumes against capacity to support short-term and long-term staffing and scheduling plans. The analysis will be driven by an understanding of workload drivers, existing flexibility along with gathering and incorporating new information on business changes and their effects. The role will lead aspects of transformation and operations, at the business unit level and globally and will work largely within existing partnerships and networks to deliver pre-defined business objectives, while formally managing a team. The role may also require working within an influence model.

What You'll Do

• Forecast interval, daily, weekly and monthly contact volumes, handle times, staff requirements and other production metrics by group and report on actual vs. forecasted volumes

• Create, modify, and maintain forecast models that accurately predict Services Center impacts given changes in operating assumptions

• Collaborate with Operations on impact analysis for proposed Services Center changes

• Collaborate with the suppliers of data to the forecast models to understand/improve the accuracy of the data provided

• Collaborate with operations on initiatives to improve service and efficiencies

• Identify opportunities to increase flexibility within and between sites

• Perform various analyses, formulate conclusions, and present conclusions to management

• Actively scan for and pursue new forecasting techniques, industry practices, learning opportunities, new tools, and process improvement opportunities

• Determine Services Center allocation plans through capacity planning

Your Skills & Abilities (Required Qualifications)

• Bachelor's degree or equivalent experience (preferred major in statistics, mathematics, accounting, business administration or economics)

• Three years of contact center experience in resource planning, forecasting, or reporting

• Three years of experience creating models and using advance features in Excel

• Working knowledge of IEX

• Basic statistics and/or accounting skills

• Knowledge and ability to effectively use computer software as it pertains to job responsibilities 

• Experience with handling large data sets

• Fluency in English

• Demonstrated leadership capability

• Excellent oral and written communication skills (clarity, confidence, consideration of others)

• Willingness to work hybrid on night shift

​What Will Give You A Competitive Edge (Preferred Qualifications)

• Database experience (translation of data needs into queries, ability to understand structures, ability to identify and resolve data integrity issues, etc.)

• High level of sound logic and analytical ability where problems are unusual and difficult

• Tolerance for ambiguity in an environment of change

• Attentiveness to detail and precision

• Ability to work independently as well as with a team

• Demonstrated ability to manage multiple programs simultaneously

• Appropriate interpersonal styles and communication methods to work effectively with business partners to meet mutual goals required

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

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