Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job DescriptionSupport 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 makingForecast long term and short term contact volume and staffingMaintain data points that promote accurate forecasting and understand drivers that produce anomaliesProvide schedule recommendations for new hire training classes and optimized off-phone activitiesEstablish 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 planningReview requirements for new toolsWork with other WFM team members to balance workload and ensure deliverables are metAd-hoc WFM duties as assigned

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications

5 or more years of relevant work experience with a Bachelor's 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 Bachelor's 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 PhDExcellent verbal and written communication skills are essentialExperience with scheduling software (such as eWorkforce Management, Genesys WFM) and ACD reporting systems (such as Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, IWS) is recommend)Basic knowledge of Operational tactical and strategic techniques used to drive overall service levels across multiple sitesRecommended Knowledge/experience with Genesys software, Fair Isaac’s Falcon, and Adeptra.The incumbent should possess strong analytical capabilities, knowledge of staff planning, trend analysis and excellent PC skills, including NTMust be able to work independently with minimal supervision to reach established goalsOrganized and detail-orientedDecisive self-starter who can perform with a minimal amount of supervisionCandidate must demonstrate ability to set prioritiesAbility to work well in a team environment is essential to the analyst's successSolid leadership and decision-making abilityAbility to prioritize and balance workload across multiple sitesMust demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basisProficiency in Microsoft Office functions, specifically Excel

Additional Information

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.