Workforce Senior Manager

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

• 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
• Lead, Supervise and mentor a Team of WFM Resources
• Ad-hoc WFM duties as assigned
  
  

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Basic 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 PhD

Preferred Qualifications

• 5 or more years People Management experience and recently held a Senior/
  
  

Manager post for at least 2 years

• Excellent verbal and written communication skills are essential
• 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)

• Basic knowledge of Operational tactical and strategic techniques used to dive
  
  

overall service levels across multiple sites

• Recommended 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 NT

• Must be able to work independently with minimal supervision to reach
  
  

established goals

• Organized and detail-oriented
• 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
• Solid leadership and decision-making ability
• Ability to prioritize and balance workload across multiple sites
• Must demonstrate the ability to manage multiple service requests with strict
  
  

time limits on an ongoing basis

• Proficiency 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.