Workforce Management Associate, Client Care Operation

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 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 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 can achieve service level targets.
• Provide daily adjustments as needed to achieve the monthly service objectives
• Responsible for the addition and maintenance of Genesys skilling and agent groups
• Responsible for capturing and updating service level impact to Senior Management
• Responsible for running and 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 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 Degree
• Ability to work at least one weekend day
• Schedule 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 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 drive overall service levels across multiple sites
• Decisive self-starter who can perform with a minimal amount of supervision
• Candidate must demonstrate ability to set priorities
• Ability to work well in a team environment is essential to the analyst’s success.
• Effective analytical and decision-making ability
• Must demonstrate the ability to manage multiple service