Responsibilities:

• 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
• Ad-hoc WFM duties as assigned

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

Basic Qualifications:

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

Preferred Qualifications:

5 or more years of work experience

Excellent verbal and written communication skills are essential

Experience with scheduling software (such as e Workforce 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 drive 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

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 is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.