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Forecast Analyst


Remote: This position does not require employee to be on-site full-time to perform most effectively. The employee’s role enables them to work off-site on a permanent basis.

The Forecast Analyst will create, support, assist, and review long term forecasts supporting: contact center programs and sites. Responsible for forecasting contact volumes and handle times (which can include but not limited to inbound calls, messaging, cases, email, and white mail) for CX and GCS contact centers. The resulting forecasts are used to support short-term and long-term planning for staffing and scheduling.  Forecasts are based on analyzing past trends (annual, monthly, daily), understanding and analyzing workload drivers along with gathering and incorporating new information on business changes and their effects.  This work will involve forecasting existing lines of business, providing analysis, and implementation support of business changes.


  • 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 contact center impacts given changes in various operating assumptions

  • Collaborate with various internal customers on impact analysis for proposed contact center changes

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

  • Collaborate with supplier performance management and business performance management on initiatives to improve service and efficiencies

  • 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

  • Work with business to develop short-term and long-term financial forecasts and budgets

  • Generate innovative solutions to drive financial savings and hold business partners accountable to achieving results

  • Provide variance analysis on forecast performance

  • Determine Contact Center allocation plans through capacity planning

Basic Qualifications

  • Bachelors degree (major in statistics, mathematics, accounting, business administration or economics preferred) or equivalent work experience.

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

  • 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

  • 3 years of contact center experience in resource planning, forecasting or reporting (preferred)

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

Desired Skills

  • Excellent oral and written communications sills (clarity, confidence, consideration of others)

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

  • Tolerance for ambiguity and 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

  • Compensation:  The median level of salary compensation for this role is $80,675.30
  • Bonus Potential:  An incentive pay program offers payouts based on company performance, job level, and individual performance.
  • Benefits:  GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more
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Additional Description

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 aspire to be the most inclusive company in the world. 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. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values; 
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers.   We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statements

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and 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 at or call us at 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.