Workforce Management Analyst - Scheduling Focus

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
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.

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 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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