Strategic Workforce Planner - Contact Center & AI Forecasting

Visa Philippines Business Processing Center, Corp.; Pasay; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

Visa Philippines Business Processing Center, Corp. seeks a Workforce Planning Consultant to define and manage strategic priorities for Visa Client Care, including demand forecasting, workforce planning, quality assurance, and metrics monitoring.

The role focuses on building efficient procedures and coordinating cross-functional activities to improve operational effectiveness. Ideal candidates have extensive experience in contact center real-time operations, forecasting, and stakeholder

Qualifications

• Bachelor's degree or higher in a relevant field; required
• 5+ years in contact center real-time operations and workforce planning
• 3+ years in forecasting and capacity planning
• Expert in analyzing performance data and generating actionable insights
• Strong stakeholder engagement and relationship management
• Proficient in Excel and AI tools such as Co-pilot, ChatGPT and Claude

Responsibilities

• Support the functionality of Genesys WFM software (forecasting, scheduling, and maintenance)
• Analyze contact center performance data and provide recommendations to balance performance and support effective decision making
• Forecast long term and short-term contact volume and staffing
• Maintain data points that promote accurate forecasting and understand drivers that produce anomalies
• Provide schedule recommendations for new hire training classes and optimized off-phone activities
• Establish and maintain relationships with a broad base of stakeholders (e.g., Command Center, Leadership, Executives)
• Lead meetings with Operations Teams to align and review performance and planning
• Review requirements for new tools
• Work with other WFM team members to balance workload and ensure deliverables are met
• Perform ad-hoc WFM duties as assigned

Skills

WFM analysis

Stakeholder management

Operations meetings leadership

Data-driven decision making

Excel proficiency

AI tools (Gen AI)

Education

Bachelor's Degree

Advanced degree (Masters, MBA, JD, MD)

PhD

Tools

Genesys WFM

ACD reporting systems

Microsoft Office (Excel)

AI tools (Co-pilot, ChatGPT, Claude)

Job description

Visa Philippines Business Processing Center, Corp. seeks a Workforce Planning Consultant to define and manage strategic priorities for Visa Client Care, including demand forecasting, workforce planning, quality assurance, and metrics monitoring.

The role focuses on building efficient procedures and coordinating cross-functional activities to improve operational effectiveness. Ideal candidates have extensive experience in contact center real-time operations, forecasting, and stakeholder