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Consultant role to optimize contact center workforce at Visa, Atlanta.
Lead forecasting and scheduling tasks, ensuring effective staffing and performance.
About Us
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.
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
Ad-hoc WFM duties as assigned
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications
- 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD
Preferred Qualifications
- 6 or more years of work experience with a Bachelors 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
- 5 or more years of work experience
- 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 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
U.S. Applicants Only
The estimated salary range for this position is $90,000.00 to $ 144,500.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity.Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
Work Hours
Varies upon the needs of the department.
Travel Requirements
This position requires travel 5-10% of the time.
Mental/Physical Requirements
This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
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 protect veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with the EEOC guidelines and applicable local law.