Work Force Planning Associate

We are seeking a Work Force Planning Associate to support Client Care strategy and operations in a non-customer-facing capacity. As a Work Force Planning Associate, you will define and manage strategic priorities for Visa Client Care, including business planning, demand forecasting, workforce planning, quality assurance, and metrics monitoring.

Key Responsibilities:

• Monitor service levels, abandon rates, and auxiliary utilization across multiple business lines and sites
• Engage with managers in real-time to implement actions needed to meet performance objectives
• Adjust agent skills as needed to manage service levels in a multi-skill environment
• Update and manage schedule exceptions, temporary and permanent schedule changes in the Workforce Management (WFM) system based on call center team requests
• Generate and distribute attendance, check-in summary, and forecast reports from the workforce management system to production managers
• Pull data from Genesys WFM and CC Pulse for additional report requirements and assist Resource Planning Analysts in meeting project deliverables
• Support the management of the workforce management forecaster/scheduler software system
• Provide support for call volume analysis, normalization of historical data, and suggest adjustments and overtime as necessary
• Maintain accurate forecasting information and report forecasted versus actual performance to relevant departments
• Recommend schedules for new training classes, optimize lunch and PTO schedules, and realign work schedules to meet current trends
• Serve as a liaison between all Global Customer Care Services (GCCS) sites
• Monitor dialer pacing trends and case creation
• Provide reporting and create milestones throughout the month to ensure the business achieves service level targets
• Implement daily adjustments to meet monthly service objectives
• Manage the addition and maintenance of Genesys skilling and agent groups
• Capture and update service level impacts for Senior Management
• Create and run ad hoc reports for various departments as needed
• Monitor agent adherence and notify production management of non-adherence incidents
• Review skills gaps and make recommendations to the Resource Planning Analyst
• Perform additional duties as needed to support the Client Care contact centers