Hybrid: This position does not require an employee to be on-site full-time to perform most effectively. The employee’s role enables them to work at a GM facility or off-site as frequently as needed or desired.
This position requires an employee to be onsite 1-4 x per year.
About the Role:
The Workforce Planning Manager supports GM Customers through understanding organizational Customer experience and business objectives and working to develop and implement strategies for enterprise Contact Center staffing needs.
This role will focus on leading a team of internal and external stakeholders to innovate on Contact Center workforce plans, ensuring they are aligned with the needs of the business and our Customers. Our focus is earning Customers for life, assisting in building our brands, supporting breakthrough technologies in our vehicles, serving our local communities and helping to build the most valued automotive company.
Contact Center day-to-day operations is a fast-paced environment that requires focus on key areas including: Safety, People Involvement, Customer Experience, Quality/Responsiveness, Efficiencies and Profit.
This position guides direct staff, cross-functional team members and Supplier Partners, which requires building strong relationships, solving problems, analyzing data and developing enterprise-wide Workforce management strategies.
Our Contact Center operation is a 24×7 business and requires flexibility for evening, weekend and holiday leadership accessibility to support our Customers and Dealers.
Serve as subject matter expert for all Workforce planning activities, including developing recruiting and staffing plans to support business priorities and the Customer Experience
Review monthly call volume and staffing forecasts, along with Supplier Partners’ staffing plans, to resolve new hire requirements (e.g. class sizes, timing), to ensure staffing needs are met
Apply a high level of analytical and statistical ability in working with data to identify insights and trends, in order to resolve vital actions to drive business results
Build and maintain strong relationships with numerous cross-functional business partners and Contact Center Supplier Partners, to develop staffing plans based on business requirements
Own the relationship with Supplier Partner Recruiting and Training teams, including developing strategies, communicating priorities, and supervising progress to completion for all programs
Audit recruiting, training and ABAY processes, and report results and recommendations to GM and Supplier Partner leadership
Understand onboarding attrition (training and ABAY), and work with Supplier Partners to develop and implement plans to improve results and throughput
Support the application of Global Operating System in order to standardize work and continuously improve processes and consistency across all sites
Create monthly forecast of expected training needs, including billable and non-billable activity
Lead and empower team of Workforce Planning Leads to achieve results by setting clear goals and objectives, measuring performance, and providing guidance and direction
Demonstrate creative and strategic solutions to break down barriers and lead improvement
Exhibit a high level of effective communication skills across all levels of the organization
Additional Job Description
10+ years of Contact Center operations
Proven track record to cultivate and nurture business relationships with both internal and external team members, including Supplier Partners
Ability to demonstrate sophisticated problem-solving skills, analyze sophisticated data, uncover insights, develop strategic recommendations and present to senior leadership
Ability to engage key stakeholders to strategically evaluate operating metrics, exchange ideas, develop strong teams while delivering on annual goals, objectives and quality metrics
Proficiency with Contact Center Workforce Management tools (e.g. IEX), Clarabridge analytics, Power BI or equivalent data modeling and dashboard visualization tools
Understanding and experience with process improvement, lean methodologies, GMS principles
Ability to provide team members with leadership, direction, and motivation in order to build a hard-working team
Must have 5+ years of proven experience with people management (e.g. setting clear goals and objectives, measuring performance, and providing guidance and direction to staff)
Ability to support the operation though an “on call” schedule 1 week per month
BA/BS in Operations Management, Business Administration or related field, or equivalent experience
Please only apply if you DO NOT need sponsorship to work in the Unites States now or in the future. We are unable to consider candidates who require sponsorship.
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.
The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
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.GM is proud to be an equal opportunity employer.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.
Equal Employment Opportunity Statements
The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual’s age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us atCareers.Accommodations@GM.com. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
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