Strategic Workforce Planner - Client Care & Forecasting

VISA; Pasay; On-site; PHP 350,000 - 650,000; Full time

Job summary

Visa is seeking a Work Force Planning Associate to support Client Care strategy and operations in a non-customer-facing role. You will define priorities for workforce planning, demand forecasting, quality assurance, and reporting across global sites, using tools like Genesys WFM and CC Pulse to improve efficiency.

The role requires strong data analysis, schedule management, and collaboration with cross-functional teams, with flexibility to work 24/7 operations and shifting schedules as needed.

Qualifications

• 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 supporting call volume analysis and forecasting.
• Experience using scheduling software (Genesys WFM, eWorkforce) and reporting systems.

Responsibilities

• Monitor service levels and agent adherence across multiple sites.
• Real-time collaboration with managers to meet performance objectives.
• Adjust agent skills to manage service levels in a multi-skill environment.
• Update and manage schedule changes in the WFM system.
• Generate attendance, forecast reports, and share with production managers.
• Support forecaster/scheduler software and data analysis efforts.

Skills

Workforce planning

Data analysis

Excel

Scheduling software

Team collaboration

Independent work

Education

Bachelor's degree

Tools

Genesys WFM

eWorkforce Management

Avaya CMS Supervisor

CC Pulse

IWD

IWS

Job description

Visa is seeking 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, demand forecasting, quality assurance, and reporting across global sites, using tools like Genesys WFM and CC Pulse to improve efficiency.

The role requires strong data analysis, schedule management, and collaboration with cross-functional teams, with flexibility to work 24/7 operations and shifting schedules as needed.