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 Description

Essential Functions

Monitors service levels, abandon rates and aux utilization for multiple lines of businesses and sitesEngages managers in real time actions needed to meet performance objectivesAdjusts agent skills as needed to manage service levels in a multi-skill environmentResponsible for updating schedule exceptions, temporary schedule changes, and permanent schedule changes in the WFM system based on requests from the call center teamsResponsible to run attendance reports, check-in summary reports, and forecast reports from the workforce management system and to send the information to production managersResponsible for running additional reports as needed and to pull data from Genesys WFM and CC Pulse at the request of the Resource Planning Analysts to assist the department in meeting project deliverablesSupports the management of the workforce management software systemProvides support for call volume analysis and patterns, supports the normalization of historical data and makes suggestions regarding adjustments and overtime were necessary.Helps maintain information needed for accurate forecasting and help report forecasted and actual performance to the departmentsSupports all schedule recommendation for new training classes, optimized schedules for lunches and PTO, and helps to re-align work schedules to meet current trendsServes as a Command Center leasing between all GCCS SitesResponsible for monitoring VIVA pacing trends and case creationProvide reporting and create milestones throughout the month to ensure the business can achieve service level targets.Provide daily adjustments as needed to achieve the monthly service objectivesResponsible for the addition and maintenance of Genesys skilling and agent groupsResponsible for capturing and updating service level impact to Senior ManagementResponsible for running and creating ad hoc reports to various departmentsResponsible for monitoring agent adherence and notifying production management of non-adherence incidentsReview skills gaps and make recommendations to Resource Planning AnalystResponsible for additional duties as needed in support of the Call Center

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

Minimum of 6 months of work experience or a Bachelor's DegreeAbility to work at least one weekend daySchedule will be either a 1st shift OR 2nd shift - start times between (7:30 AM - 11 AM for a 1st shift) - (12 PM - 4 PM for a second shift)This is a Hybrid Position - candidate must live within 50 miles of the office location and be able to come into the office on designated days

Preferred Qualifications

2 or more years of work experienceExcellent verbal and written communication skills are essential5 years contact center experience preferred2 year of Workforce Management experience, including real time monitoringMust have 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) is recommend)Must be able to work independently with minimal supervision to reach established goalsBasic knowledge of Operational tactical and strategic techniques used to drive overall service levels across multiple sitesDecisive 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 success.Effective analytical and decision-making abilityMust demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basisProficiency in Microsoft Office functions, specifically ExcelKnowledge if staff planning and trend analysis preferred

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 53,900 to 85,750 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.