Work Force Planning Consultant

Visa
Georgia
Workplace: HybridFull timeUSD 90,000 - 144,500 annuallyFunction: Business OperationsExperience: 5+ yearsEducation: bachelorsSkills: ["Analytical","Communication","Leadership","Independence","Organization"]

Support workforce management for contact center operations by maintaining and improving Genesys WFM forecasting, scheduling, and maintenance. Analyze performance data, forecast short- and long-term contact volumes and staffing, and monitor drivers behind anomalies. Recommend schedules for training classes and off-phone activities, partner with stakeholders and operations teams, and assess requirements for new tools to ensure accurate, actionable planning across sites.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Visa
Visa
2 months ago

Work Force Planning Consultant

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Support workforce management for contact center operations by maintaining and improving Genesys WFM forecasting, scheduling, and maintenance. Analyze performance data, forecast short- and long-term contact volumes and staffing, and monitor drivers behind anomalies. Recommend schedules for training classes and off-phone activities, partner with stakeholders and operations teams, and assess requirements for new tools to ensure accurate, actionable planning across sites.
Location: Georgia
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Mid level

Key Responsibilities

  • •Support Genesys WFM functionality for forecasting, scheduling, and maintenance.
  • •Analyze contact center performance data and provide recommendations to improve decision-making and service levels.
  • •Forecast long-term and short-term contact volume and staffing, maintaining accurate data and understanding anomalies.
  • •Provide scheduling recommendations for new hire training classes and optimized off-phone activities.
  • •Partner with stakeholders and Operations Teams to review performance and planning; support tool requirements and ad-hoc WFM duties as assigned.
Travel: Low travel

Pay and Benefits

Salary: USD 90,000 - 144,500 annually
Perks:Health InsuranceDentalVision401kFsa/hsaLife InsurancePaid LeaveWellness Stipend

Key Requirements

  • •5+ years of relevant work experience with a bachelor’s degree (or 2+ years with an advanced degree; 0 years with a PhD).
  • •Experience supporting workforce/scheduling software and contact center performance planning and forecasting.
  • •Strong verbal and written communication skills, with the ability to work independently and prioritize work.
  • •Analytical capabilities in staff planning, trend analysis, and identifying forecasting drivers and anomalies.
  • •Proficiency in Microsoft Office functions, specifically Excel.
Experience:5+ yearsContact centerWorkforce management
Education:Bachelor's
Skills:AnalyticalCommunicationLeadershipIndependenceOrganization
Tech Stack:Genesys WFMEWorkforce ManagementAvaya CMS SupervisorGenesys AdministerCC PulseIWDIWSFair Isaac's FalconAdeptraMicrosoft 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
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor