Workforce Planning Consultant at Visa

Zamboanga City, Zamboanga Peninsula, Philippines -

Full Time

Start Date

Immediate

Expiry Date

11 Jun, 26

Salary

0.0

Posted On

13 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Genesys WFM, Forecasting, Scheduling, Contact Center Performance Analysis, Data Analysis, Staffing Optimization, Stakeholder Management, Leadership, Requirements Review, Workload Balancing, Analytical Capabilities, Trend Analysis, Microsoft Office, Excel, Decision Making, Prioritization

Industry

IT Services and IT Consulting

Description

Company Description Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world. Progress starts with you. Job Description Responsibilities: Support the functionality of Genesys WFM software (forecasting, scheduling, and maintenance) Analyze contact center performance data and provide recommendations to balance performance and support effective decision making Forecast long term and short term contact volume and staffing Maintain data points that promote accurate forecasting and understand drivers that produce anomalies Provide schedule recommendations for new hire training classes and optimized off-phone activities Establish and maintain relationships with a broad base of stakeholders (i.e. Command Center, Leadership, Executives, etc.) Lead meetings with Operations Teams to align and review performance and planning Review requirements for new tools Work with other WFM team members to balance workload and ensure deliverables are met Ad-hoc WFM duties as assigned This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager. Qualifications Basic Qualifications: Minimum of 6 months of work experience or a Bachelor's Degree Preferred Qualifications: 5 or more years of work experience Excellent verbal and written communication skills are essential Experience with scheduling software (such as eWorkforce Management, Genesys WFM) and ACD reporting systems (such as Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, IWS) is recommend) Basic knowledge of Operational tactical and strategic techniques used to drive overall service levels across multiple sites Recommended Knowledge/experience with Genesys software, Fair Isaac’s Falcon, and Adeptra. The incumbent should possess strong analytical capabilities, knowledge of staff planning, trend analysis and excellent PC skills, including NT Must be able to work independently with minimal supervision to reach established goals Organized and detail-oriented Decisive self-starter who can perform with a minimal amount of supervision Candidate must demonstrate ability to set priorities Ability to work well in a team environment is essential to the analyst's success Solid leadership and decision-making ability Ability to prioritize and balance workload across multiple sites Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis Proficiency in Microsoft Office functions, specifically Excel Additional Information 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. Job Family Group: Client Support Services

Responsibilities

This role involves supporting the functionality of Genesys WFM software, including forecasting and scheduling, and analyzing contact center performance data to provide recommendations for balancing performance. The consultant will also maintain data points for accurate forecasting and provide schedule recommendations for training and off-phone activities.