Work Force Planning Consultant

About this role

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 Support the functionality of Genesys WFM software (forecasting, scheduling, and maintenance) Analyze contact center performance data and provide recommendations to balance performance and support effective decision making Forecast long term and short term contact volume and staffing Maintain data points that promote accurate forecasting and understand drivers that produce anomalies Provide schedule recommendations for new hire training classes and optimized off-phone activities Establish and maintain relationships with a broad base of stakeholders (i.e. Command Center, Leadership, Executives, etc.) Lead meetings with Operations Teams to align and review performance and planning Review requirements for new tools Work with other WFM team members to balance workload and ensure deliverables are met Ad-hoc WFM duties as assigned This is a hybrid position

Expectation of days in the office will be confirmed by your Hiring Manager. Qualifications Basic Qualifications • 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD Preferred Qualifications • 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g

Masters, MBA, JD, MD) or up to 3 years of relevant experience with a P

Apply for this role on Visa’s official careers site.