Workforce Planning Consultant

Visa
Manila
Workplace: HybridFull timeFunction: Business OperationsExperience: 5+ yearsEducation: bachelorsSkills: ["Stakeholder management","Data analysis","Decision-making","Communication","Process improvement"]

Own workforce planning for Visa Client Care by driving business planning, demand forecasting, and staffing schedules. Support Genesys WFM functionality, analyze contact center performance data, and maintain forecasting data points and anomaly drivers. Forecast short- and long-term contact volume, recommend schedules for training and off-phone activities, and coordinate planning with cross-functional stakeholders to improve operational effectiveness. Requires digital fluency and strong data/Excel skills, including AI tools.

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FursaFursa
Visa
Visa
4 hours ago

Workforce Planning Consultant

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own workforce planning for Visa Client Care by driving business planning, demand forecasting, and staffing schedules. Support Genesys WFM functionality, analyze contact center performance data, and maintain forecasting data points and anomaly drivers. Forecast short- and long-term contact volume, recommend schedules for training and off-phone activities, and coordinate planning with cross-functional stakeholders to improve operational effectiveness. Requires digital fluency and strong data/Excel skills, including AI tools.
Location: Manila
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations

Key Responsibilities

  • •Support the functionality of Genesys WFM for forecasting, scheduling, and maintenance.
  • •Analyze contact center performance data and recommend changes to balance performance and decision-making.
  • •Forecast long-term and short-term contact volume and staffing.
  • •Maintain data points for accurate forecasting and investigate drivers behind anomalies.
  • •Provide schedule recommendations for new hire training classes and optimized off-phone activities, coordinating with stakeholders and performing ad-hoc WFM duties as assigned.

Key Requirements

  • •5+ years of relevant work experience with a Bachelor’s degree (or 2+ years with an advanced degree; PhD qualifies with 0 years).
  • •5+ years of Contact Center real-time operations, workforce planning, and scheduling experience.
  • •3+ years of end-to-end forecasting and capacity planning (long-term, short-term, and staffing).
  • •Expert-level performance data analysis to generate actionable insights and support decision-making.
  • •Proficiency in Microsoft Office (Excel) and AI tools including Co-pilot, ChatGPT, and Claude; ability to engage stakeholders and lead operational planning meetings.
Experience:5+ yearsContact centerWorkforce planningForecastingCapacity planningReal-time operations
Education:Bachelor's
Skills:Stakeholder managementData analysisDecision-makingCommunicationProcess improvement
Tech Stack:Genesys WFMGenesysMicrosoft OfficeExcelCopilotChatGPTClaudeGenerative AIAI agentsACD reporting systemsAvaya CMS SupervisorCC PulseIWDIWSEWorkforce ManagementFair Isaacs FalconAdeptra

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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