Visa

3 days ago

Work Force Planning Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Support real-time performance management for a contact center network, partnering with Command Center Operations Managers to monitor service levels and queue health. Execute intraday interventions, manage routing and skilling in Genesys Cloud, and produce real-time dashboards plus end-of-day variance reports. Help with bridge calls for outages or SLA risks, document actions, and contribute to process enhancements and automation opportunities using BI and reporting tools.

Location: Bogotá

Workplace: Hybrid

Employment Type: Full time

Job Function: Data Analytics & Business Intelligence

Seniority: Mid level

Key Responsibilities

•Provide real-time data, alerts, and actionable recommendations to support Command Center Operations Managers.
•Monitor KPIs including service levels, queue health, abandon rates, AHT, AUX, adherence, and occupancy; escalate anomalies and execute corrective actions.
•Track adherence exceptions, resolve variances with Operations Managers and production leaders, and update schedules and exceptions in Genesys Cloud.
•Maintain and adjust agent groups and skills in Genesys Cloud to balance interval performance and support tactical decisions.
•Generate real-time dashboards and end-of-day variance reports; assist during bridge calls for outages or SLA risks and document actions.

Key Requirements

•Bachelor’s degree in Business Administration, Operations Management, Statistics, or related field (or equivalent work experience).
•2–4 years in Workforce Management, Real-Time Analysis, or Contact Center Operations.
•Hands-on proficiency with Genesys Cloud and BI tools including Microsoft Power BI and Tableau, plus SharePoint.
•Strong analytical and problem-solving skills for intraday performance management and variance work.
•Understanding of WFM forecasting and scheduling principles and familiarity with telephony/routing concepts (ACD, IVR, multi-channel).

Experience:2-4 yearsWorkforce managementContact center operationsReal-time analysis

Education:Bachelor's

Skills:AnalyticalProblem-solvingCommunicationCollaborationWork well under pressure

Certifications:Genesys Cloud Workforce Management CertificationCertified Workforce Management Professional (CWMP)Microsoft Power BI Data Analyst AssociateTableau Desktop SpecialistLean Six Sigma Yellow/Green Belt

Tech Stack:Genesys CloudVIVAMicrosoft ExcelMicrosoft PowerPointMicrosoft OutlookMicrosoft Power BISharePointTableauWFM forecastingWorkforce management schedulingACDIVRAPI-driven reportingDashboardsRoutingSkilling

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

Glassdoor: 3.8

Website LinkedIn Glassdoor

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Visa

3 days ago

Work Force Planning Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Bogotá

Workplace: Hybrid

Employment Type: Full time

Job Function: Data Analytics & Business Intelligence

Seniority: Mid level

Key Responsibilities

•Provide real-time data, alerts, and actionable recommendations to support Command Center Operations Managers.
•Monitor KPIs including service levels, queue health, abandon rates, AHT, AUX, adherence, and occupancy; escalate anomalies and execute corrective actions.
•Track adherence exceptions, resolve variances with Operations Managers and production leaders, and update schedules and exceptions in Genesys Cloud.
•Maintain and adjust agent groups and skills in Genesys Cloud to balance interval performance and support tactical decisions.
•Generate real-time dashboards and end-of-day variance reports; assist during bridge calls for outages or SLA risks and document actions.

Key Requirements

•Bachelor’s degree in Business Administration, Operations Management, Statistics, or related field (or equivalent work experience).
•2–4 years in Workforce Management, Real-Time Analysis, or Contact Center Operations.
•Hands-on proficiency with Genesys Cloud and BI tools including Microsoft Power BI and Tableau, plus SharePoint.
•Strong analytical and problem-solving skills for intraday performance management and variance work.
•Understanding of WFM forecasting and scheduling principles and familiarity with telephony/routing concepts (ACD, IVR, multi-channel).

Experience:2-4 yearsWorkforce managementContact center operationsReal-time analysis

Education:Bachelor's

Skills:AnalyticalProblem-solvingCommunicationCollaborationWork well under pressure

Company Brief

Visa

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

Glassdoor: 3.8

Website LinkedIn Glassdoor