Sr. Analyst, Resource Planning (WFM)

Company: Visa
Location: Austin
Posted on: January 12, 2021

Job Description:

Company Description As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce. At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers. You're an Individual. We're the team for you. Together , let's transform the way the world pays. 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 Qualifications Basic Qualifications Minimum of 6 months of work experience or a Bachelor's Degree Preferred Qualifications 2 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 Additional Information Work Hours Incumbent must make themselves available during core business hours. Travel Requirements This position requires the incumbent to travel for training or team meetings 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, and reach with hands and arms.

Keywords: Visa, Austin , Sr. Analyst, Resource Planning (WFM), Professions , Austin, Texas