AI-Driven Workforce Planning Consultant

Visa; Manila; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

Visa is seeking a Workforce Planning Consultant to shape Client Care strategy and operations. You will drive demand forecasting, workforce planning, QA, and metrics, leveraging AI tools to boost productivity.

You will coordinate with leaders, lead operations meetings, and ensure timely deliverables across regions. You must have strong experience in WFM, forecasting, scheduling, and stakeholder engagement, with a track record of improving operational efficiency in contact centers.

Qualifications

• 5+ years of relevant work experience with a Bachelor's Degree or 2+ years with an Advanced degree or 0+ years with a PhD.
• 5+ years in Real time contact center operations, workforce planning and scheduling.
• 3+ years in end-to-end forecasting and capacity planning (long and short term).
• Ability to analyze performance data and derive insights for decisions.
• Stakeholder management and leadership of operational meetings.

Responsibilities

• Support Genesys WFM forecasting, scheduling, and maintenance.
• Analyze contact center performance data and provide recommendations.
• Forecast long and short-term contact volume and staffing.
• Maintain data points for accurate forecasting and identify anomalies.
• Provide schedule recommendations for training classes and non-call activities.
• Lead meetings with Operations and review performance and planning.
• Review requirements for new tools and balance workload with team members.
• Perform ad-hoc WFM duties as assigned.

Skills

Stakeholder engagement

Forecasting

Data analysis

Excel

AI tools (Co-pilot, ChatGPT, Claude)

Workforce planning

Scheduling

Strong communication

Education

Bachelor's degree

Advanced degree (Masters/MBA/JD/MD)

PhD

Tools

Genesys WFM

eWorkforce Management

Avaya CMS Supervisor

Genesys Administer

CC Pulse

IWD

IWS

Microsoft Office

Job description

Visa is seeking a Workforce Planning Consultant to shape Client Care strategy and operations. You will drive demand forecasting, workforce planning, QA, and metrics, leveraging AI tools to boost productivity.

You will coordinate with leaders, lead operations meetings, and ensure timely deliverables across regions. You must have strong experience in WFM, forecasting, scheduling, and stakeholder engagement, with a track record of improving operational efficiency in contact centers.