Senior Workforce Planning & Forecasting Consultant

Visa; Philippines; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

Visa is seeking a Workforce Planning Consultant to lead Client Care strategy and operations. You will define priorities, manage demand forecasting, and oversee workforce planning, QA, and metrics. The role emphasizes implementing efficient procedures and leveraging AI tools to boost productivity.

All roles require digital fluency and the ability to apply AI-powered solutions to everyday work. You will collaborate with cross-functional teams and executives to improve operational effectiveness.

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 Contact Center Real time operations, Workforce planning and Scheduling.
• 3+ years of end-to-end Forecasting and Capacity Planning (long/short term)
• Expert in analyzing performance data and generating actionable insights.
• Ability to manage stakeholder engagement and lead operational meetings.

Responsibilities

• Support Genesys WFM software 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 new hire training and off-phone activities.
• Lead meetings with Operations to align performance and planning.
• Review requirements for new tools and balance workload with team.

Skills

Forecasting

Data analysis

Stakeholder management

Excel

AI tools

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

Job description

Visa is seeking a Workforce Planning Consultant to lead Client Care strategy and operations. You will define priorities, manage demand forecasting, and oversee workforce planning, QA, and metrics. The role emphasizes implementing efficient procedures and leveraging AI tools to boost productivity.

All roles require digital fluency and the ability to apply AI-powered solutions to everyday work. You will collaborate with cross-functional teams and executives to improve operational effectiveness.