Workforce Planning Consultant (manager Level)

Visa

Pasay City, Philippines
**
Genesys wfm software functionality
Analyze contact center performance data
Forecast contact volume and staffing
** Visa is seeking a Workforce Planning Consultant (Manager Level) based in Pasay City, Philippines, to enhance contact center performance through effective forecasting, scheduling, and stakeholder collaboration. The role requires strong analytical skills and experience with scheduling software, aiming to optimize staffing and improve service levels. **

Job Summary

  • Support the functionality of Genesys WFM software including forecasting, scheduling, and maintenance.
  • Analyze contact center performance data and provide recommendations to balance performance and support effective decision making.
  • Establish and maintain relationships with a broad base of stakeholders including Command Center, Leadership, and Executives.

Matching Summary

Match Score: 75

** Visa is seeking a Workforce Planning Consultant (Manager Level) based in Pasay City, Philippines, to enhance contact center performance through effective forecasting, scheduling, and stakeholder collaboration. The role requires strong analytical skills and experience with scheduling software, aiming to optimize staffing and improve service levels. **

Skills & Requirements

Must-have

  • Genesys WFM software functionality
  • Analyze contact center performance data
  • Forecast contact volume and staffing
  • Maintain data for accurate forecasting
  • Provide schedule recommendations
  • Establish stakeholder relationships
  • Review requirements for new tools

Nice-to-have

  • Strong analytical capabilities
  • Organized and detail-oriented
  • Decisive self-starter
  • Ability to set priorities
  • Work well in a team environment
  • Solid leadership and decision-making
  • Manage multiple service requests

Key Requirements

  • Minimum 6 months of work experience or Bachelor's Degree
  • 5 or more years of work experience
  • Excellent verbal and written communication skills
  • Experience with scheduling software and ACD reporting systems
  • Basic knowledge of Operational tactical and strategic techniques
  • Proficiency in Microsoft Office, specifically Excel

Work Rights

Not specified

Tailored Resume

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