Strategic Workforce Planner & Forecasting

PowerToFly; Bogotá; Presencial; COP 45.000.000 - 65.000.000; Jornada completa

Descripción de la vacante

Visa seeks a Work Force Planning Associate to support Client Care strategy and operations in a non-customer-facing role. You will define priorities for workforce planning, quality assurance, and reporting, coordinating activities across GCCS sites.

Digital fluency and AI tool experience are required. Responsibilities include monitoring service levels, updating schedules, generating forecasts, and providing ad hoc reports to senior management.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Workforce Management

Excel

Reporting

Teamwork

Independent work

Educación

Bachelor's Degree

Herramientas

Genesys WFM

CC Pulse

Avaya CMS

IWD

IWS

Descripción del empleo

Visa seeks a Work Force Planning Associate to support Client Care strategy and operations in a non-customer-facing role. You will define priorities for workforce planning, quality assurance, and reporting, coordinating activities across GCCS sites.

Digital fluency and AI tool experience are required. Responsibilities include monitoring service levels, updating schedules, generating forecasts, and providing ad hoc reports to senior management.