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Workforce Management Analyst – Scheduling Focus

  • Localização
    • Taguig City, National Capital Region (Manila)
  • Agendar Full time
  • Postou

Descrição

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.

Informações sobre diversidade

A General Motors está comprometida em ser um local de trabalho que não só é livre de discriminação ilegal, como estimula verdadeiramente a inclusão e integração. Acreditamos enfaticamente que a diversidade na força de trabalho cria um ambiente no qual nossos colaboradores podem crescer e desenvolver melhores produtos para nossos clientes. Incentivamos os candidatos interessados a analisar as principais responsabilidades e qualificações de cada função e a se candidatar a qualquer cargo que corresponda a suas habilidades e capacidades. Os candidatos no processo de recrutamento podem, quando aplicável, ser solicitados a concluir com sucesso uma ou mais avaliações relacionadas à função e/ou uma seleção pré-emprego antes de iniciar o emprego.  Para saber mais, acesse Como contratamos.

Declaração de Igualdade de Oportunidades de Emprego (EUA)

A General Motors tem orgulho de ser um empregador que oferece oportunidades iguais.  Todos os candidatos qualificados serão considerados para o emprego, independentemente de raça, cor, religião, sexo, orientação sexual, identidade de gênero, origem nacional, deficiência ou status como veterano protegido. 

Adaptações (EUA e Canadá)

A General Motors oferece oportunidades a todos os candidatos a emprego, incluindo pessoas com deficiências. Se você precisa de uma adaptação razoável para ajudá-lo na sua pesquisa de cargos ou solicitação de emprego, fale conosco pelo e-mail Careers.Accommodations@GM.com ou pelo telefone 800-865-7580. No seu e-mail, inclua uma descrição da adaptação específica que você está solicitando assim como o nome do cargo e o número de requisição do cargo ao qual está se candidatando.