AVP Workforce Management

Overview

Why GM Financial?

GM Financial is the wholly owned captive finance subsidiary of General Motors and is headquartered in Fort Worth, U.S. We are a global provider of auto finance solutions, with operations in North America, South America and the Asia Pacific region. Through our long-standing relationships with auto dealers, we offer attractive retail financing and lease programs to meet the needs of each customer. We also offer commercial lending products to dealers to help them finance and grow their businesses.

At GM Financial, our team members define and shape our culture - an environment that welcomes new ideas, fosters integrity and creates a sense of community and belonging. Here we do more than work - we thrive.

The AVP Workforce Management is responsible for providing a comprehensive view of staff requirements and performance of our Customer Experience organization. This position is responsible for directing and leading a team of analysts that will provide forecasting for call volume, average handle time, staffing requirements, forecast variances, generating optimized team member schedules and maintaining scorecard performance metrics. This position directs a Workforce Management team that will partner with senior leaders to evaluate and implement recommended strategies, policies and procedures that will drive excellent experiences for both our customers and employees. The AVP participates in business projects and collaborates with many cross functional areas as well as external vendors and partners when necessary.

Responsibilities

About the role:

• Lead and staff a skilled team of workforce analysts

• Gather, analyze, and process all relevant data using Python or SAS programming tools to enable and build optimized schedules, operational scorecards, accurate forecasts, capacity planning and financial forecasts

• Synthesize quantitative data into actionable recommendations and partner with business leaders to review performance and influence decisions

• Lead, manage, and participate in strategic projects

• Perform other duties as assigned

• Conform with all company policies and procedures

Qualifications

What makes you an ideal candidate:

• Extensive knowledge of workforce management and call center systems, as well as metrics and performance standards

• Proficient in Python or SAS required

• Demonstrated understanding of relational datasets, data warehouses, data mining, data analysis techniques, spreadsheet modeling, and dashboard reporting

• Knowledge of Robotic Process Automation (RPA)

• Strong interpersonal skills Able to build and lead strong relationships with their team, cross-functional colleagues, senior leaders across multiple functions, and external partners

• Strong written and verbal presentation skills Ability to effectively communicate with executive level leaders

• Strong customer-centric focus with demonstrated success of flexibility, resourcefulness, problem solving, teamwork, adaptability, planning, decision making, and data analysis

Defines and promotes best practices; cultivates a culture of innovation and learning

Education

• Bachelor's Degree in related field or equivalent work experience required

Experience

• 3-5 years experience building & leading a team of workforce management analysts required
• 3-5 years experience with project management required
• 5-7 years experience in a call center environment using workforce management software to forecast staffing and scheduling required
• 0-2 years experience with Gensys workforce management software preferred
• 3-5 years experience with implementing process efficiencies and/or robotic process automation (RPA) preferred

What We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), training, GM employee auto discount, community service pay and nine company holidays.

Our Culture: Our team members define and shape our culture. We have an environment that welcomes new ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work - we thrive.

Compensation: Competitive salary and bonus eligibility; this role is eligible for company vehicle program

Work Life Balance: Flexible hybrid work environment, 3-days a week in office

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