Work Force Planning Analyst

Visa
Bogotá
Workplace: OnsiteFull timeFunction: Business OperationsExperience: 2+ yearsEducation: bachelorsSkills: ["Analytical","Organized","Detail-oriented","Communication","Stakeholder management"]

Support Visa Rules Management Client Care strategy and operations by defining and managing workforce planning priorities, including demand forecasting, business planning, quality assurance, and metrics monitoring. Configure and maintain Workforce Management (WFM) systems (user roles, exceptions, integrations), support Pulse dashboards and Genesys upgrades, and provide first-line technical support and training. Forecast contact volume, staffing, and schedules, ensure data integrity, and maintain compliance with privacy and labor laws.

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FursaFursa
Visa
Visa
3 days ago

Work Force Planning Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Support Visa Rules Management Client Care strategy and operations by defining and managing workforce planning priorities, including demand forecasting, business planning, quality assurance, and metrics monitoring. Configure and maintain Workforce Management (WFM) systems (user roles, exceptions, integrations), support Pulse dashboards and Genesys upgrades, and provide first-line technical support and training. Forecast contact volume, staffing, and schedules, ensure data integrity, and maintain compliance with privacy and labor laws.
Location: Bogotá
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Mid level

Key Responsibilities

  • •Set up and configure the WFM system to meet business needs, including user roles, permissions, and access levels.
  • •Process and support change requests for Pulse dashboards and act as liaison for Genesys system upgrades and testing.
  • •Maintain configuration for exceptions, time off, and scheduled state groups, and update VQ configurations for Pulse.
  • •Provide first-line technical support for user issues and deliver training/support to users for system utilization.
  • •Forecast contact volume and staffing, recommend schedules for training and off-phone activities, and monitor WFM effectiveness to drive improvements.

Key Requirements

  • •2+ years of work experience with a Bachelor’s Degree or an Advanced Degree, or 0 years with a PhD.
  • •Experience with scheduling software such as Workforce Management (WFM) and Genesys WFM, and ACD reporting systems such as Avaya CMS Supervisor and Genesys tools.
  • •Basic knowledge of operational tactical and strategic techniques to drive service levels across multiple sites.
  • •Strong analytical capabilities for staff planning, trend analysis, and PC skills, including Excel.
  • •Ability to work independently with minimal supervision, prioritize across multiple sites, and manage multiple service requests under strict time limits.
Experience:2+ yearsWorkforce managementContact centerScheduling softwareACD reporting
Education:Bachelor's
Skills:AnalyticalOrganizedDetail-orientedCommunicationStakeholder management
Tech Stack:Workforce Management (WFM)Genesys WFMPulse dashboardsGenesys AdministerAvaya CMS SupervisorACD reportingIWDIWSFair Isaacs FalconAdeptraMicrosoft OfficeExcelMicrosoft CopilotChatGPTGenesys

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
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