# Work Force Planning Associate

**Company**: Visa
**Location**: Pasay, Philippines - Manila
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/PH---Pasay-Philippines---Manila/Workforce-Planning-Associate--Client-Care-Ops_REF088970W-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/work-force-planning-associate-7a26035f-fbb/

## Description

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

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## Skills

### Required
- Microsoft Office
- Excel
- Genesys WFM
- CC Pulse
- Avaya CMS Supervisor
- Genesys Administer
- IWD
- IWS

### Nice to have
- Workforce Management
- real-time resource management
- data-driven recommendations
- staff planning
- trend analysis
- collaborating with cross-functional teams

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Source: [Apply at visa.wd5.myworkdayjobs.com](https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/PH---Pasay-Philippines---Manila/Workforce-Planning-Associate--Client-Care-Ops_REF088970W-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)