Workforce Planning Associate

Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

• Monitors service levels, abandon rates and aux utilization for multiple lines of businesses and sites
• Engages managers in real time actions needed to meet performance objectives
• Adjusts agent skills as needed to manage service levels in a multi-skill environment
• Responsible for updating schedule exceptions, temporary schedule changes, and permanent schedule changes in the WFM system based on requests from the call center teams
• Responsible to run attendance reports, check-in summary reports, and forecast reports from the workforce management system and to send the information to production managers
• Responsible 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 deliverables
• Supports the management of the workforce management forecaster/scheduler software system
• Provides 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 departments
• Supports all schedule recommendation for new training classes, optimized schedules for lunches and PTO, and helps to re-align work schedules to meet current trends
• Serves as a Command Center leasing between all GCCS Sites
• Responsible for monitoring VIVA pacing trends and case creation
• Provide reporting and create milestones throughout the month to ensure the business is able to achieve service level targets
• Provide daily adjustments as needed to achieve the monthly service objectives
• Responsible for the addition/maintenance of Genesys skilling and agent groups
• Responsible for capturing/updating service level impact to Senior Management
• Responsible for running/creating ad hoc reports to various departments
• Responsible for monitoring agent adherence and notifying production management of non-adherence incidents
• Review skills gaps and make recommendations to Resource Planning Analyst
• Responsible for additional duties as needed in support of the Call Center.

This position is to be based in our Miami, FL office location.

Flex Work Arrangement - Hybrid Position - Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs

Qualifications

Basic Qualifications:

• Minimum of 6 months of work experience or a Bachelor's Degree

Preferred Qualifications:

• 2 or more years of work experience
• Excellent verbal and written communication skills are essential
• 5 years contact center experience preferred
• 2 year of Workforce Management experience, including real time monitoring
• Must 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 goals
• Basic knowledge of Operational tactical and strategic techniques used to d