Workforce Planning Consultant
Core
Define and manage strategic priorities for Visa Client Care, including business planning, demand forecasting, workforce planning, quality assurance, and metrics monitoring.
Role type
Senior Workforce Planning Consultant (Client Care Strategy & Operations)
Builds
Optimized contact center operations, staffing schedules, and performance dashboards for Visa's global payment network
Domain
Financial Services / Contact Center Operations / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Workforce planning and scheduling, long-term and short-term forecasting, capacity planning, performance data analysis, stakeholder management, operational meeting leadership, new tool implementation, process optimization
Preferred skills
Advanced degree (MBA/Masters), experience with eWorkforce Management or Genesys WFM, ACD reporting systems knowledge, tactical and strategic operational techniques
Technologies
Genesys WFM, Microsoft Excel, Generative AI tools (Co-pilot, Chat GPT, Claude), ACD reporting systems (Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, IWS), Fair Isaacs Falcon, Adeptra
Responsibilities
Support Genesys WFM software functionality (forecasting, scheduling, maintenance), analyze contact center performance data to balance performance and support, forecast contact volume and staffing, maintain data points for accurate forecasting, provide schedule recommendations for training and off-phone activities, lead meetings with Operations Teams to align on performance, review requirements for new tools, balance workload with team members
Seniority
Senior, hands-on IC with strategic oversight
