Work Force Planning Associate

Visa
Full time
5 days ago

Company Description

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.

Job Description

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:

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

Qualifications

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.

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.

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