Work Force Planning Associate

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Are you a detail-oriented professional with a passion for optimizing workforce efficiency? Join our team as a Workforce Planning Associate, where you'll be integral to maintaining and enhancing the performance of our contact centers. We are seeking top talent to drive impactful changes and elevate our service standards.

Key Responsibilities:

• Service Level Monitoring: Oversee service levels, abandon rates, and auxiliary utilization across multiple business lines and sites.
• Real-Time Engagement: Collaborate with people managers to implement immediate actions to meet performance objectives and maintain high service standards.
• Skill Adjustment: Modify agent skills as necessary to manage service levels in a multi-skill environment.
• Schedule Management: Update and manage schedule exceptions, temporary and permanent schedule changes in Visa's Workforce Management (WFM) system based on call center team requests.
• Reporting: Generate and distribute attendance, check-in summary, and forecast reports from the workforce management system to production managers.
• Data Analysis: Pull data from Genesys WFM and CC Pulse for additional report requirements and assist Resource Planning Analysts in meeting project deliverables.
• System Support: Assist in managing the workforce management forecaster/scheduler software system.
• Call Volume Analysis: Support call volume analysis, normalize historical data, and suggest adjustments and overtime as necessary.
• Forecasting: Maintain accurate forecasting information and report forecasted versus actual performance to relevant departments.
• Schedule Optimization: Recommend schedules for new training classes, optimize lunch and PTO schedules, and realign work schedules to meet current trends.
• Command Center Liaison: Act as a liaison between all Global Customer Care Services (GCCS) sites.
• Trend Monitoring: Monitor dialer pacing trends and case creation.
• Reporting and Milestones: Provide reporting and create milestones throughout the month to ensure the business achieves service level targets.
• Daily Adjustments: Implement daily adjustments to meet monthly service objectives.
• Genesys Maintenance: Manage the addition and maintenance of Genesys skilling and agent groups.
• Impact Reporting: Capture and update service level impacts for Senior Management.
• Ad Hoc Reporting: Create and run ad hoc reports for various departments as needed.
• Agent Adherence: Monitor agent adherence and notify production management of any non-adherence incidents.
• Skill Gap Analysis: Review skills gaps and make recommendations to the Resource Planning Analyst.
• Additional Duties: Perform additional duties as needed to support the Client Care contact centers.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications

•Communication Skills: Exceptional verbal and written communication skills are
essential.

•Experience: A minimum of 5 years of contact center experience is preferred,
with at least 2 years in Workforce Management, including real-time resource
management.

Preferred Qualifications

•Technical Proficiency: Experience with scheduling software (e.g., eWorkforce
Management, Genesys WFM) and ACD reporting systems (e.g., Avaya CMS
Supervisor, Genesys Administer, CC Pulse, IWD, IWS) is recommended.

•Independence: Ability to work independently with minimal supervision to
achieve established goals.

•Operational Knowledge: Basic understanding of operational, tactical, and
strategic techniques used to drive overall service levels across multiple sites.

•Data-Driven Decisions: Effective use of data and statistics to make real-time
recommendations and decisions to manage performance.

•Priority Management: Demonstrated ability to set priorities and manage
multiple service requests within strict time limits.

•Team Collaboration: Ability to work well in a team environment.

•Microsoft Office: Proficiency in Microsoft Office functions, particularly Excel.

•Staff Planning: Knowledge of staff planning and trend analysis is preferred.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.