Description
We are seeking a Workforce Planning Consultant to join our team. As a Workforce Planning Consultant, you will be responsible for Client Care strategy and operations. 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:
- 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 (e.g., Command Center, Leadership, Executives)
- 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
- Perform ad-hoc WFM duties as assigned
Qualifications:
- 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD
- 5 or more years of Contact Center Real time operations, Workforce planning and Scheduling experience
- 3 or more years of end-to-end Forecasting and Capacity Planning experience (long term forecasting, short term forecasting and staffing)
- Expert in analyzing performance data and generating actionable insights
- Ability to manage stakeholder engagement and relationship
- Organize and well positioned to leading operational meetings and planning sessions
- Experience in reviewing and implementing new tools and technologies
- Ability to balance workload and ensuring deliverables within a team environment while continuously reviewing processes and optimizing to increase efficiency
- Proficiency in Microsoft Office functions, specifically Excel and AI tools such as but not limited to Co-pilot, Chat GPT and Claude