Visa

6 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: 16 hours agoStatus: Live

Job Summary

Support Visa Client Care strategy and operations within Visa Rules Management by driving workforce planning, demand forecasting, quality assurance, and metrics monitoring. Configure and maintain workforce management and dashboard systems, provide first-line user support and training, and ensure data integrity and compliance with privacy and labor requirements. Analyze contact center performance, forecast volume and staffing, coordinate with stakeholders and operations teams, and continuously improve workflows using tools such as Genesys and WFM reporting.

Location: Bogotá

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Mid level

Key Responsibilities

•Set up and configure the Workforce Management (WFM) system for user roles, permissions, access levels, and required configurations (exceptions, time off, scheduled state groups, and Pulse/VQ updates).
•Manage user accounts with OSC (onboarding, password resets, and permissions) and handle change requests for Pulse dashboards.
•Serve as internal support liaison for Genesys system upgrades and testing; provide first-line technical support and training for effective system utilization.
•Support Genesys WFM functionality (forecasting, scheduling, maintenance) and analyze contact center performance data to recommend improvements.
•Forecast contact volume and staffing, maintain forecasting data points, provide schedule recommendations, and lead stakeholder meetings to review performance and planning.

Key Requirements

•2+ years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g., Masters, MBA, JD, MD, or PhD).
•Preferred: 3+ years of work experience with a Bachelor’s Degree, or more than 2 years with an Advanced Degree.
•Recommended knowledge/experience with Genesys software, Fair Isaacs Falcon, and Adeptra.
•Experience with scheduling software (eWorkforce Management, Genesys WFM) and ACD reporting systems (e.g., Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, IWS).
•Proficiency in Microsoft Office (specifically Excel) and strong analytical capabilities for staff planning and trend analysis.

Experience:2+ years

Education:Bachelor's

Skills:AnalyticalLeadershipCommunicationDecision-makingOrganizational

Tech Stack:Workforce Management (WFM)GenesysPulse dashboardsFair Isaacs FalconAdeptraEWorkforce ManagementGenesys WFMAvaya CMS SupervisorGenesys AdministerCC PulseIWDIWSVQ configurationsMicrosoft OfficeExcelChatGPTMicrosoft CopilotGenerative AI tools

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

6 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: 16 hours agoStatus: Live

Job Summary

Location: Bogotá

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Mid level

Key Responsibilities

•Set up and configure the Workforce Management (WFM) system for user roles, permissions, access levels, and required configurations (exceptions, time off, scheduled state groups, and Pulse/VQ updates).
•Manage user accounts with OSC (onboarding, password resets, and permissions) and handle change requests for Pulse dashboards.
•Serve as internal support liaison for Genesys system upgrades and testing; provide first-line technical support and training for effective system utilization.
•Support Genesys WFM functionality (forecasting, scheduling, maintenance) and analyze contact center performance data to recommend improvements.
•Forecast contact volume and staffing, maintain forecasting data points, provide schedule recommendations, and lead stakeholder meetings to review performance and planning.

Key Requirements

•2+ years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g., Masters, MBA, JD, MD, or PhD).
•Preferred: 3+ years of work experience with a Bachelor’s Degree, or more than 2 years with an Advanced Degree.
•Recommended knowledge/experience with Genesys software, Fair Isaacs Falcon, and Adeptra.
•Experience with scheduling software (eWorkforce Management, Genesys WFM) and ACD reporting systems (e.g., Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, IWS).
•Proficiency in Microsoft Office (specifically Excel) and strong analytical capabilities for staff planning and trend analysis.

Experience:2+ years

Education:Bachelor's

Skills:AnalyticalLeadershipCommunicationDecision-makingOrganizational

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