WFM Scheduler - GBS - Manila Shared Services 2 - Manila Shared Services 2

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

This is a new position created to support the growing GBS People Services Shared Services Centers in Manila, PH, Sao Caetano, BR and Ramos, MX. The Workforce Management Scheduler Analyst will be responsible for creating schedules across the sites, maintenance IEX system, keep the roster updated, and will provide advice and develop short-term plans and project future performance based on historical data. The Workforce Management Scheduler Analyst will develop a regular forecast of call volume, AHT, and shrinkage including long-range strategic, medium-term business planning and short-term operational requirements.

What You'll Do

• Analyze historical report on workload

• Calculate staff requirements based on service goals

• Create staff schedules to maximize service and minimize cost

• Work with the supervisor and leadership team to provide ongoing analysis of and recommendations to improve call center performance relative to overall strategic KPIs.

• Identify, recommend, and implement changes as necessary to improve performance

• Utilize workforce management tools to generate short and long-term staffing model forecasts and provide recommendations for staffing and scheduling changes based on analysis

• Create, maintain, and deliver reports from scheduling software and other sources to provide meaningful intraday, daily, weekly, and monthly reports for workforce management.

• Generate daily, weekly, and monthly reports, trend analysis by service line, team and agent level which highlight performance relative to KPIs (Call Volume, Email Volume, Performance vs Expected Service Levels, Average Handling Time, Abandonment Rate, and Average Speed to Answer, etc.).

• Monitor agents’ behavior regarding attendance, schedule adherence, and productivity.

• Oversee and manage the scheduling of the staff, including managing schedule change requests (both planned and unplanned) and event changes (meetings, training, etc.)

• Assist with day-to-day administrative tasks.

• Establish and maintain communications channels with the leadership team.

• Manage offline activity requests in real time.

Additional Job Description

Your Skills & Abilities (Required Qualifications)

• Bachelor’s degree, major in statistics, mathematics, accounting, business administration or economics or equivalent

• 3 years experience as scheduler

• 3 years experience using Nice(IEX) Forecasting, scheduling and Intraday

• 2 years experience doing presentation to managers and directors.(Monthly, Quarter and Yearly business review)

• Fluent in English, excellent oral and written communication skills (clarity, confidence, consideration of others)

• 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

• Working knowledge of IEX/Avaya/Genesys

• 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

• Strong analytical background

• Willingness to work hybrid on night shift (8:00 PM to 5:00 AM PHT)

What Will Give You A Competitive Edge (Preferred Qualifications)

• Contact center experience in resource planning, forecasting, or reporting

• Experience creating models and using advance features in Excel

• Spanish and Portuguese language capability (preferred but not 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 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.

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. 

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