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 GM Philippines office three times per week or other frequency dictated by the business.
The Role
The Workforce Management Supervisor will lead a team of analysts that handle forecasting, scheduling and intraday management for the People Services Centers in Manila, PH, Sao Caetano, BR and Ramos, MX to optimally allocate resources. The WFM supervisor will enable the team to accurately 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.
What You'll Do
- Lead, coach, and support a team of workforce analysts responsible for forecasting, scheduling, and intraday performance across service centers in Manila, Ramos, and São Caetano .
- Foster a culture of collaboration, accountability, and continuous learning across the distributed team.
- Oversee the development of accurate short- and long-term forecasts using historical data and business trends.
- Ensure consistent and data-driven scheduling practices that align with business demand and regional labor requirements.
- Direct real-time operations to ensure optimal resource allocation and service level adherence across all locations.
- Respond to intraday volume spikes, staffing gaps, and unplanned events by initiating corrective actions in coordination with local leaders.
- Act as the central point of contact for workforce operations across the three service centers, ensuring alignment on processes, tools, and priorities.
- Collaborate with site leaders to ensure WFM strategies are effectively supporting local operations and KPIs.
- Analyze and present performance metrics, such as forecast accuracy, schedule efficiency, and intraday adjustments.
- Use insights to recommend enhancements to staffing models and operational strategies.
- Drive continuous improvement initiatives to streamline workforce management processes across all centers.
- Standardize best practices in forecasting, scheduling, and real-time monitoring across the team.
- Ensure effective use of workforce management systems and tools, maintaining accuracy in configurations and data inputs.
- Train and support analysts in the use of WFM software, ensuring consistency across all sites.
- Partner with Operations, HR, and other departments to align workforce plans with strategic goals and talent strategies.
- Communicate staffing risks and mitigation plans proactively to leadership.
- Ensure adherence to local labor laws, company policies, and contractual agreements in all scheduling and staffing activities.
- Monitor and address compliance issues across service centers as needed.
Additional Description
Your Skills & Abilities (Required Qualifications)
- Preferred major in statistics, mathematics, accounting, business administration or economics bachelors degree
- Fluent in English
- 3 years of contact center experience in resource planning, forecasting, or reporting
- 3 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
- Database experience (translation of data needs into queries, ability to understand structures, ability to identify and resolve data integrity issues, etc.)
- Spanish and Portuguese language capability
What Will Give You A Competitive Edge (Preferred Qualifications)
- Fluent in English
- Demonstrated leadership capability
- Excellent oral and written communication skills (clarity, confidence, consideration of others)
- 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
- Experience leading teams
- Experience coaching and developing others
About GM
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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. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
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