Strategic Workforce Planning & Forecasting Lead

Visa; Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

Visa is seeking a Workforce Planning Consultant to drive Client Care strategy and operations. The role focuses on forecasting, scheduling, QA, and metrics, leveraging AI-powered tools to improve productivity.

The candidate will coordinate with multiple stakeholders and lead WFM-related meetings while ensuring in-office presence as required. The position requires 5+ years in contact center operations, 3+ years in forecasting, and strong Excel/GenseyS WFM and related tool experience.

Qualifications

• 5+ years in contact center real-time operations, workforce planning and scheduling.
• 3+ years of forecasting and capacity planning (long/short term) and staffing.
• Proficient in analyzing performance data and generating actionable insights.

Responsibilities

• Support Genesys WFM 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 drivers of anomalies.
• Provide schedule recommendations for training classes and off-phone activities.
• Lead meetings with Operations Teams to align performance and planning.
• Review requirements for new tools and workflows.
• Collaborate with WFM team members to balance workload and meet deliverables.

Skills

Forecasting & Capacity Planning

Data analysis

WFM experience

Stakeholder management

Excel

AI tools (Co-pilot, ChatGPT, Claude)

Communication

Education

Bachelor's Degree

Advanced degree (MBA, etc.)

Tools

Genesys WFM

Avaya CMS Supervisor

CC Pulse

IWD/IWS

eWorkforce Management

Job description

Visa is seeking a Workforce Planning Consultant to drive Client Care strategy and operations. The role focuses on forecasting, scheduling, QA, and metrics, leveraging AI-powered tools to improve productivity.

The candidate will coordinate with multiple stakeholders and lead WFM-related meetings while ensuring in-office presence as required. The position requires 5+ years in contact center operations, 3+ years in forecasting, and strong Excel/GenseyS WFM and related tool experience.