Work Force Planning Analyst

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Job Summary

The Work Force Planning Analyst is responsible for supporting the Client Care strategy and operations (non-customer-facing) within Visa Rules Management. This role defines and manages strategic priorities for Visa Client Care, including business planning, demand forecasting, workforce planning, quality assurance, and metrics monitoring. The analyst establishes, implements, and continuously improves procedures or workflow processes to increase operational effectiveness and coordinates operational activities with other areas of the business.

All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work.

Key Responsibilities

• Set up and configure the Workforce Management (WFM) system according to business needs, including user roles, permissions, and access levels.
• Collaborate with OSC to manage user accounts, including onboarding, password resets, and permissions.
• Review and process change requests for Pulse dashboards and serve as internal support liaison for Genesys system upgrades and testing.
• Maintain configuration for exceptions, time off, and scheduled state groups; update VQ configurations for Pulse.
• Provide first-line technical support for user issues and deliver training/support to users for effective system utilization.
• Continuously monitor and evaluate WFM system effectiveness, suggesting and implementing improvements as needed.
• Ensure compliance with relevant policies, laws, and regulations, including data privacy and labor laws.
• Ensure data integrity within the system, including importing/exporting data and managing integrations with other systems.
• Support Genesys WFM software functionality (forecasting, scheduling, maintenance) and analyze contact center performance data to provide recommendations.
• Forecast contact volume and staffing, maintain data points for accurate forecasting, and provide schedule recommendations for training and off-phone activities.
• Establish and maintain relationships with stakeholders (Command Center, Leadership, Executives) and lead meetings with Operations Teams to review performance and planning.
• Work with WFM team members to balance workload and ensure deliverables are met; perform ad-hoc WFM duties as assigned.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD).

Preferred Qualifications

• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD).
• Excellent verbal and written communication skills.
• Recommended knowledge/experience with Genesys software, Fair Isaacs Falcon, and Adeptra.
• Solid leadership and decision-making ability.
• Ability to work well in a team environment is essential to the analyst's success.

• Experience with scheduling software (such as eWorkforce Management, Genesys WFM) and ACD reporting systems (such as Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, IWS).
• Basic knowledge of operational tactical and strategic techniques used to drive overall service levels across multiple sites.
• Strong analytical capabilities, knowledge of staff planning, trend analysis, and excellent PC skills, including NT.
• Ability to work independently with minimal supervision to reach established goals.
• Organized and detail-oriented.
• Decisive self-starter who can perform with minimal supervision.
• Ability to set priorities and balance workload across multiple sites.
• Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis.
• Proficiency in Microsoft Office functions, specifically Excel.

Visa is an EEO Employer

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.