Forecast Analyst

General Motor
March 06, 2023
Offerd Salary:$80,675
Working address:N/A
Contract Type:Other
Working Time:Full time
Working type:N/A
Ref info:N/A

Remote: This position does not require employee to be on-site full-time to perform most effectively. The employee's role enables them to work off-site on a permanent basis.

The Forecast Analyst will create, support, assist, and review long term forecasts supporting contact center programs and sites. Responsible for forecasting contact volumes and handle times (which can include but not limited to inbound calls, messaging, cases, email, and other non-phone contact types) for CX and GCS contact centers. The resulting forecasts are used to support short-term and long-term planning for staffing and scheduling. Forecasts are based on analyzing past trends (annual, monthly, daily), understanding and analyzing workload drivers along with gathering and incorporating new information on business changes and their effects. This work will involve forecasting existing lines of business, providing analysis, and implementation support of business changes.


  • Forecast interval, daily, weekly and monthly contact volumes, handle times, staff requirements and other production metrics by group and report on actual vs. forecasted volumes
  • Create, modify, and maintain forecast models that accurately predict contact center impacts given changes in various operating assumptions
  • Collaborate with various internal customers on impact analysis for proposed contact center changes
  • Collaborate with the suppliers of data to the forecast models to understand/improve the accuracy of the data provided
  • Collaborate with supplier performance management and business performance management on initiatives to improve service and efficiencies
  • Perform various analyses, formulate conclusions, and present conclusions to management
  • Actively scan for and pursue new forecasting techniques, industry practices, learning opportunities, new tools, and process improvement opportunities
  • Work with business to develop short-term and long-term financial forecasts and budgets
  • Generate innovative solutions to drive financial savings and hold business partners accountable to achieving results
  • Provide variance analysis on forecast performance
  • Determine Contact Center allocation plans through capacity planning
  • Basic Qualifications

  • Bachelors degree (major in statistics, mathematics, accounting, business administration or economics preferred) or equivalent work experience.
  • 3+ years of experience creating models and using advance features in Excel
  • Basic statistics and/or accounting skills
  • Knowledge and ability to effectively use computer software as it pertains to job responsibilities
  • Experience with handling large data sets
  • 3 years of contact center experience in resource planning, forecasting or reporting (preferred)
  • Database experience (translation of data needs into queries, ability to understand structures, ability to identify and resolve data integrity issues, etc.) (preferred)
  • Desired Skills

  • Excellent oral and written communication skills (clarity, confidence, consideration of others)
  • High level of sound logic and analytical ability where problems are unusual and difficult
  • Tolerance for ambiguity and an environment of change
  • Attentiveness to detail and precision
  • Ability to work independently as well as with a team
  • Demonstrated ability to manage multiple programs simultaneously
  • Appropriate interpersonal styles and communication methods to work effectively with business partners to meet mutual goals required
  • Compensation: The median level of salary compensation for this role is $80,675.30

    Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.

    Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more



    Additional Description About GM

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    Diversity Information

    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

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