Strategic Workforce Planning Analyst

Visa; Bogotá; Presencial; COP 36.000.000 - 72.000.000; Jornada completa

Descripción de la vacante

Visa in Bogotá is seeking a Work Force Planning Associate to support Client Care strategy, demand forecasting, and scheduling. The role focuses on workforce planning, quality assurance, and reporting to improve operational effectiveness across sites.

All roles require digital fluency and comfort with AI tools to support daily tasks. The position requires at least 6 months of experience or a Bachelor's degree, and Visa expects a minimum of three in-office days.

Formación

• Minimum 6 months of work experience or a Bachelor's Degree.
• Experience in monitoring service levels and agent adherence in a contact center.
• Experience in updating and managing schedules using workforce management systems.
• Experience in generating and distributing operational reports.
• Experience in support call volume analysis and forecasting.
• Experience with scheduling software and WFM/ACD reporting systems.

Responsabilidades

• Monitor service levels, abandon rates, and utilization across sites.
• Engage with managers to meet performance objectives in real time.
• Adjust agent skills for multi-skill environments.
• Update schedules and handle exceptions in WFM system.
• Generate attendance, forecast, and check-in reports for managers.
• Support the workforce forecaster/scheduler software system.
• Provide reports and milestones to ensure SL targets are met.
• Monitor dialer pacing and case creation, advise on overtime as needed.

Conocimientos

Workforce management

Forecasting

Reporting

Excel

Team collaboration

Independent work

Educación

Bachelor's Degree

Herramientas

Genesys WFM

CC Pulse

Avaya CMS Supervisor

Genesys Administer

IWD

IWS

eWorkforce Management

Descripción del empleo

Visa in Bogotá is seeking a Work Force Planning Associate to support Client Care strategy, demand forecasting, and scheduling. The role focuses on workforce planning, quality assurance, and reporting to improve operational effectiveness across sites.

All roles require digital fluency and comfort with AI tools to support daily tasks. The position requires at least 6 months of experience or a Bachelor's degree, and Visa expects a minimum of three in-office days.