Strategic Workforce Planner — Client Care & Forecasting

Visa; Bogotá; Presencial; COP 60.000.000 - 90.000.000; Jornada completa

Descripción de la vacante

Visa is seeking a Work Force Planning Associate to support Client Care strategy and operations. The role defines and manages strategic priorities, including business planning, demand forecasting, workforce planning, QA, and metrics monitoring across multiple sites.

Proficiency with Gen esys WFM and other tools is expected, with emphasis on data-driven decisions. The ideal candidate has 2+ years in workforce management or 6+ months with a related degree, strong Excel skills, and the ability to

Formación

• Experience monitoring service levels and agent adherence in a contact center environment.
• Experience updating and managing schedules using workforce management systems.
• Experience generating and distributing operational reports.
• Experience supporting call volume analysis and forecasting.
• Experience using scheduling software and ACD reporting systems.

Responsabilidades

• Monitor service levels, abandon rates, and utilization across multiple lines and sites.
• Collaborate with managers in real time to meet performance objectives.
• Adjust agent skills to manage service levels in a multi-skill environment.
• Update schedule exceptions and changes in the WFM system.
• Generate attendance and forecast reports from the WFM system.
• Pull data from Genesys WFM and CC Pulse for reporting needs.
• Support management of the workforce management forecaster/scheduler software.
• Provide support for call volume analysis and data normalization.
• Maintain forecasting accuracy and report forecasts vs actuals.
• Recommend schedules for trainings and adjust PTO/lunch schedules.
• Serve as liaison between GCCS sites and monitor dialer pacing.
• Create ad hoc reports and monitor adherence; inform on non-adherence.
• Review skills gaps and advise the Resource Planning Analyst.

Conocimientos

Workforce management

Data analysis

Excel

Scheduling

Cross-functional collaboration

Educación

Bachelor’s Degree

Herramientas

eWorkforce Management

Genesys WFM

Avaya CMS Supervisor

CC Pulse

Descripción del empleo

Visa is seeking a Work Force Planning Associate to support Client Care strategy and operations. The role defines and manages strategic priorities, including business planning, demand forecasting, workforce planning, QA, and metrics monitoring across multiple sites.

Proficiency with Gen esys WFM and other tools is expected, with emphasis on data-driven decisions. The ideal candidate has 2+ years in workforce management or 6+ months with a related degree, strong Excel skills, and the ability to