Workforce Management Forecaster

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
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