# Work Force Planning Associate

**Company**: Visa
**Location**: Bogota, CO
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/CO---Bogota-Colombia/Workforce-Planning-Associate--Client-Care-Ops_REF088964W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b35d6115-d63

## 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.

Qualifications:

- Minimum of 6 months of work experience or a Bachelor's Degree.

- Experience in monitoring service levels and agent adherence in a contact center environment.

- Experience in updating and managing schedules using workforce management systems.

- Experience in generating and distributing operational reports.

- Experience in supporting call volume analysis and forecasting.

- Experience in using scheduling software (such as eWorkforce Management, Genesys WFM) and ACD reporting systems (such as Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, IWS).

- Experience in working independently with minimal supervision to reach established goals.

- Experience in using Microsoft Office functions, specifically Excel.

- Experience in managing multiple service requests with strict time limits on an ongoing basis.

- Experience in working well in a team environment.

## Skills

### Required
- Genesys WFM
- CC Pulse
- Microsoft Office
- Excel
- Workforce Management

### Nice to have
- Contact Center Operations
- Real-time Resource Management
- Data-driven Recommendations
- Staff Planning
- Trend Analysis

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Source: [Apply at visa.wd5.myworkdayjobs.com](https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/CO---Bogota-Colombia/Workforce-Planning-Associate--Client-Care-Ops_REF088964W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)