Workforce Management Analyst - Scheduling Focus

ort 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 to feel they belong to one General Motors team.

Total Rewards | Benefits Overview

From day one, we're looking out for your well-being-at work and at home-so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.

Non-Discrimination and Equal Employment Opportunities (U.S.)

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations (U.S. and Canada)

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