Work Force Planning Associate

Visa
Bogotá
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Independent work","Teamwork","Data-driven decisions","Prioritization"]

Support Visa Client Care strategy and operations in a non-customer-facing role by driving workforce planning, demand forecasting, and quality assurance. Monitor service levels, abandon rates, and utilization across business lines and sites, manage schedule exceptions in workforce management systems, and generate operational/forecast reports. Partner with managers across GCCS sites, analyze call volume trends, and recommend schedule and training adjustments to meet service level targets.

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FursaFursa
Visa
Visa
1 day ago

Work Force Planning Associate

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Support Visa Client Care strategy and operations in a non-customer-facing role by driving workforce planning, demand forecasting, and quality assurance. Monitor service levels, abandon rates, and utilization across business lines and sites, manage schedule exceptions in workforce management systems, and generate operational/forecast reports. Partner with managers across GCCS sites, analyze call volume trends, and recommend schedule and training adjustments to meet service level targets.
Location: Bogotá
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Monitor service levels, abandon rates, auxiliary utilization, dialer pacing trends, and case creation across business lines and sites.
  • •Update and manage schedule exceptions and temporary/permanent schedule changes in Workforce Management (WFM) systems based on team requests.
  • •Generate and distribute attendance, check-in summary, and forecast reports; maintain accurate forecasted vs. actual performance information.
  • •Support call volume analysis, normalization of historical data, and suggest adjustments and overtime as needed to meet targets.
  • •Serve as a liaison between Global Customer Care Services (GCCS) sites; manage Genesys skilling and agent groups and create ad hoc reports as required.

Key Requirements

  • •Minimum 6 months of work experience or a Bachelor's Degree.
  • •Experience monitoring service levels and agent adherence in a contact center environment.
  • •Experience updating and managing schedules using workforce management systems.
  • •Experience generating and distributing operational reports and supporting call volume analysis and forecasting.
  • •Experience using scheduling software and ACD reporting systems (e.g., eWorkforce Management, Genesys WFM, Genesys Administer, CC Pulse, Avaya CMS Supervisor).
Experience:Contact center operations
Education:Bachelor's
Skills:Independent workTeamworkData-driven decisionsPrioritization
Tech Stack:ChatGPTMicrosoft CopilotGenerative AIGenesys WFMCC PulseEWorkforce ManagementAvaya CMS SupervisorGenesys AdministerIWDIWSWorkforce Management (WFM)Microsoft OfficeExcel

Company Brief

Visa
Global payments technology company that operates the VisaNet electronic payments network, facilitating credit, debit and digital transactions between consumers, merchants, financial institutions and governments worldwide.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1958
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Glassdoor: 3.8
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