Position Overview

The Call Center Workforce Forecaster supports enterprise call center operations by forecasting contact volumes, handle times, staffing needs, and related performance metrics. This role is highly analytical and reporting-focused, with responsibility for translating call center data into actionable workforce and operational insights.

The position is largely independent (“heads-down” analytical work) but requires regular collaboration during forecasting and planning discussions. This is viewed internally as a strong developmental role with long-term growth potential at GM.

Key Responsibilities

• Forecast daily, weekly, and monthly:
• Call/contact volumes
• Average handle times
• Staffing requirements
• Other call center production metrics
• Report actual performance vs. forecast and provide variance analysis
• Develop, modify, and maintain forecasting models based on operational assumptions
• Analyze the impact of proposed call center or workforce changes
• Partner with internal stakeholders to improve data accuracy and forecasting inputs
• Collaborate with supplier performance and business performance teams to drive service improvements
• Produce recurring and ad hoc reports related to call center workforce performance
• Identify trends, risks, and improvement opportunities within workforce data
• Present findings, insights, and conclusions to management
• Continuously evaluate and implement new forecasting methods, tools, and industry best practices
• Assist with short-term and long-term workforce and operational forecasting
• Develop reporting tools and dashboards to enhance visibility into forecasting trends

Required Qualifications

• 2+ years of forecasting, reporting, or analytics experience (non-accounting)
• Experience working with call center, workforce, or operational data
• Strong analytical and problem-solving skills
• Advanced reporting and data interpretation capabilities
• Ability to work independently while collaborating during forecasting cycles
• Strong written and verbal communication skills
• Proficiency with Microsoft Excel

Preferred Qualifications

• Prior call center or workforce strategy experience
• Experience with one or more of the following tools:
• Power BI
• NICE / NICE inContact / NICE IEX
• SQL
• Minitab
• Clarabridge
• Bachelor’s or Associate degree (preferred, not required)

Work Environment & Expectations

• Hybrid role with required on-site presence at Warren Tech Center
• Candidates must reside within 50 miles of Warren, MI
• Minimal overtime; standard business hours
• High level of individual ownership with periodic team interaction
• Strong opportunity for skill development and long-term conversion

Why This Role

• Exposure to enterprise-level workforce planning and analytics
• Opportunity to work across multiple areas of the business
• Strong learning curve with clear internal growth paths
• Manager views this role as a stepping stone into broader GM opportunities

EOE (including Disability/Veterans)