Strategic Workforce Planner – Contact Center & AI Forecasting

PowerToFly; Philippines; Hybrid; PHP 1,200,000 - 2,100,000; Full time

Job summary

Visa is a world leader in payments technology, delivering scalable solutions to merchants and consumers across 200+ countries. The Workforce Planning Consultant will define and manage strategic priorities for Visa Client Care, including demand forecasting, workforce planning, quality assurance, and performance metrics while driving workflow improvements with AI-enabled tools.

All roles require digital fluency and the ability to leverage AI-powered tools to boost productivity and decision-making.

Qualifications

• 5+ years of work experience with a Bachelor's Degree or at least 2 years with an Advanced degree or 0 years with a PhD
• 5+ years of Contact Center Real time operations, Workforce planning and Scheduling experience
• 3+ years of end-to-end Forecasting and Capacity Planning experience
• Expert in analyzing performance data and generating actionable insights
• Ability to manage stakeholder engagement and relationship
• Experience with reviewing and implementing new tools and technologies
• Proficiency in Microsoft Excel and AI tools such as Copilot, 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
• 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

Forecasting

Data analysis

WFM software

Stakeholder management

Excel

AI tools

Communication

Education

Bachelor's degree

Advanced degree

PhD

Tools

Genesys WFM

Avaya CMS

Genesys Admin

CC Pulse

IWD

IWS

Job description

Visa is a world leader in payments technology, delivering scalable solutions to merchants and consumers across 200+ countries. The Workforce Planning Consultant will define and manage strategic priorities for Visa Client Care, including demand forecasting, workforce planning, quality assurance, and performance metrics while driving workflow improvements with AI-enabled tools.

All roles require digital fluency and the ability to leverage AI-powered tools to boost productivity and decision-making.