Job details

Workforce Senior Manager

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Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

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
Lead, Supervise and mentor a Team of WFM Resources
Ad-hoc WFM duties as assigned

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

Qualifications

Basic Qualifications
-6 or more years of work experience with a Bachelor’s 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

Preferred Qualifications
-5 or more years People Management experience and recently held a Senior/
Manager post for at least 2 years
-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 dive
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

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.

Average salary estimate

$75000 / YEARLY (est.)

min

max

$60000K

$90000K

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What You Should Know About Workforce Senior Manager, Visa

Join Visa as a Workforce Senior Manager in Pasay City, Philippines, where you will play a crucial role in shaping the efficiency of our contact center operations. In this vibrant and dynamic environment, you will support the functionality of Genesys WFM software by analyzing performance data and making recommendations that drive positive outcomes. Your expertise will allow you to forecast contact volume both long and short-term, helping us maintain a seamless flow of operations that empowers teams across various departments. You'll also be a key player in building relationships with stakeholders, from operations teams to leadership, ensuring that everyone is on the same page when it comes to performance and planning. Leading a team of WFM resources means you’ll not only supervise but also mentor and empower them for success, making the work environment collaborative and innovative. Given the nature of this hybrid position, you can expect a flexible schedule with some days in the office. If you are an organized, detail-oriented, decisive self-starter who thrives on data analysis and driving operational excellence, we invite you to make a meaningful impact at Visa and experience Life at Visa firsthand.

Frequently Asked Questions (FAQs) for Workforce Senior Manager Role at Visa

What are the main responsibilities of a Workforce Senior Manager at Visa?

As a Workforce Senior Manager at Visa, your primary responsibilities will include managing the Genesys WFM software for forecasting and scheduling, analyzing contact center performance metrics, providing actionable recommendations, and leading a team dedicated to delivering optimal staff planning. You'll collaborate with various stakeholders, ensuring that operational goals align with the company's strategic vision.