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.