Client Care Ops: Workforce Planner

Visa; Manila; On-site; PHP 480,000 - 720,000; Full time

Job summary

Visa is seeking a Work Force Planning Associate to support Client Care strategy and operations in a non-customer-facing capacity. This role defines strategic priorities, drives business planning, demand forecasting, workforce planning, quality assurance, and metrics monitoring.

You will implement procedures to boost efficiency and coordinate with Global Client Care Services sites using GenAI tools to support daily work.

Qualifications

• Minimum of 6 months of work experience or a Bachelors 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.

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.

Skills

Monitoring service levels

Agent adherence management

Scheduling

Operational reporting

Forecasting

Independent worker

Team collaboration

Data-driven decisions

Education

Bachelor's degree

Tools

eWorkforce Management

Genesys WFM

Avaya CMS Supervisor

Genesys Administer

CC Pulse

IWD

IWS

Microsoft Excel

Job description

Visa is seeking a Work Force Planning Associate to support Client Care strategy and operations in a non-customer-facing capacity. This role defines strategic priorities, drives business planning, demand forecasting, workforce planning, quality assurance, and metrics monitoring.

You will implement procedures to boost efficiency and coordinate with Global Client Care Services sites using GenAI tools to support daily work.