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Workforce Management Analyst – Scheduling Focus

  • 위치
    • Taguig City, National Capital Region (Manila)
  • 일정 Full time
  • 게시됨

설명

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 GM Philippines office three times per week or other frequency dictated by the business. 

The Role

We are looking for a detail-oriented and proactive Workforce Management (WFM) Analyst to support workforce scheduling and intraday operations across our global service centers in Manila, Ramos, and São Caetano . This role will primarily focus on developing, maintaining, and optimizing agent schedules across all three locations, ensuring alignment with business needs and service level goals. The analyst will also provide support for real-time operations as needed.

What You’ll Do

  • Multi-Site Scheduling & Resource Planning:
    • Create and manage agent schedules across service centers in Manila, Ramos, and São Caetano , ensuring appropriate coverage based on forecasted demand and operational goals.
    • Consider regional business hours, site-specific practices, and labor requirements while building schedules.
    • Incorporate meetings, training sessions, time-off requests, and other planned activities into the scheduling process.
  • Schedule Maintenance & Optimization:
    • Monitor schedule adherence and update schedules as needed due to staffing changes, unplanned absences, or business fluctuations.
    • Work closely with local team leaders and workforce peers to resolve conflicts and continuously improve schedule efficiency.
  • Intraday Support (As Needed):
    • Support real-time operations by monitoring staffing levels and queue performance across sites.
    • Assist in making intraday adjustments to ensure service levels and productivity targets are maintained.
  • Reporting & Communication:
    • Generate and distribute daily, weekly, and monthly reports related to scheduling performance and staffing coverage.
    • Provide clear, timely updates to site leaders and operations teams on schedule impacts or intraday changes.
  • System & Data Management:
    • Maintain up-to-date information in workforce management systems, including agent profiles, shift templates, and capacity plans.
    • Ensure data accuracy across scheduling and reporting tools.
  • Compliance & Best Practices:
    • Ensure scheduling practices comply with company policies and local labor laws in the Philippines and Brazil.
    • Help identify and implement best practices across all three service centers.

[Additional Description]

Your Skills & Abilities (Required Qualifications) ​​  

  • 1–3 years of experience in workforce management, scheduling, or contact center operations.
  • Familiarity with WFM systems (e.g., NICE IEX, Verint, Aspect, Kronos) preferred.
  • Strong analytical skills and proficiency in Excel.
  • Experience supporting multiple sites or time zones is a plus.
  • Strong organizational skills and attention to detail.
  • Excellent written and verbal communication skills in English.
  • Ability to collaborate across regions and work independently in a fast-paced environment

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

  • Previous experience in scheduling for call centers, BPOs, or support operations across multiple time zones.
  • Strong understanding of forecasting principles, shrinkage calculations, and real-time adherence practices.
  • Demonstrated ability to analyze historical data and trends to create accurate schedules and improve service level outcomes.
  • Ability to balance business needs with employee preferences while maintaining staffing efficiency.
  • Proficiency in Excel (pivot tables, v-lookups, advanced formulas) and familiarity with data visualization tools (e.g., Power BI, Tableau).
  • Excellent communication and collaboration skills—especially in cross-functional or remote team environments.
  • Strong organizational skills and attention to detail in high-volume, fast-paced environments.
  • Background in operational planning or coordination, preferably within a customer service or technical support setting.

다양성 정보

General Motors는 법적으로 금지된 차별을 배제하는 것은 물론 포용성과 소속감을 진정으로 장려하는 직장이 되기 위해 노력하고 있습니다. 당사는 다양성이 보장되는 환경에서 직원들이 역량을 발휘하고 우리 고객을 위한 더 좋은 제품을 개발할 수 있다고 믿습니다. 따라서 입사에 관심 있는 사람이 있다면 포지션별 주요 업무와 자격을 확인하고 본인이 보유한 기술과 능력에 부합하는 모든 포지션에 적극적으로 지원하기를 장려합니다. 지원자는 채용 과정에서 역할 관련 평가(해당하는 경우) 및/또는 채용 전 스크리닝을 통과해야 합니다.  자세한 정보는 GM 채용 과정 안내를 참고하십시오.

공평한 취업 기회 선언 (미국)

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숙소 (미국 및 캐나다)

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