Responsibilities:

• Monitors service levels, abandon rates and aux utilization for multiple lines of businesses and sites.
• Engage managers in real-time actions needed to meet performance objectives.
• Adjust 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 Visa’s WFM system based on requests from the call center teams.
• Responsible for running attendance reports, check-in summary reports, and forecast reports from the workforce management system and sending the information to production managers.
• Responsible for running additional reports as needed and pulling 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 forecasts and actual performance to the departments.
• Supports all schedule recommendations 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 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 skill(s) gaps and make recommendations to Resource Planning Analyst.
• Responsible for additional duties as needed in support of the Client Care contact centers.

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

• Excellent verbal and written communication skills are essential
• 5 years of contact center experience preferred
• 2 years of Workforce Management experience, including real-time resource management
• Must have experience with scheduling software (such as Genesys Cloud WFM) and ACD reporting systems (such as Avaya CMS Supervisor, Genesys Administer, Elastic, 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
• Effective use of data and statistics to derive real-time recommendations and decisions to manage performance
• Candidate must demonstrate ability to set priorities
• Ability to work well in a team environment
• Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis
• Proficiency in Microsoft Office functions, specifically Excel
• Knowledge of staff planning and trend analysis preferred

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.