{"id":562884,"url":"https://alion.io/job/visa-work-force-planning-associate","title":"Work Force Planning Associate","company":{"id":83,"name":"Visa","domain":"visa.com","url":"https://alion.io/company/visa","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":119,"ghost_share":0,"stale_share":0.613,"repost_share":0.034,"time_to_fill_p50_days":26,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Operations","role_family":"Operations","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bogotá, Colombia"],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":119000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":866},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ChatGPT","optional":false},{"name":"Copilot","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-09-08T00:00:00Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-01T14:25:53Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":23},"description":"About Us\nVisa 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.\nAt 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.\nJoin Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.\nJob Description\nJob Summary\nThe Work Force Planning Associate is responsible for supporting Client Care strategy and operations in a non-customer-facing capacity. This role defines and manages strategic priorities for Visa Client Care, including business planning, demand forecasting, workforce planning, quality assurance, and metrics monitoring. The associate establishes, implements, and continuously improves procedures or workflow processes to increase operational effectiveness and coordinates operational activities with other areas of the business.\nAll roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work.\nKey Responsibilities:\nMonitor service levels, abandon rates, and auxiliary utilization across multiple business lines and sites.\nEngage with managers in real-time to implement actions needed to meet performance objectives.\nAdjust agent skills as needed to manage service levels in a multi-skill environment.\nUpdate and manage schedule exceptions, temporary and permanent schedule changes in the Workforce Management (WFM) system based on call center team requests.\nGenerate and distribute attendance, check-in summary, and forecast reports from the workforce management system to production managers.\nPull data from Genesys WFM and CC Pulse for additional report requirements and assist Resource Planning Analysts in meeting project deliverables.\nSupport the management of the workforce management forecaster/scheduler software system.\nProvide support for call volume analysis, normalization of historical data, and suggest adjustments and overtime as necessary.\nMaintain accurate forecasting information and report forecasted versus actual performance to relevant departments.\nRecommend schedules for new training classes, optimize lunch and PTO schedules, and realign work schedules to meet current trends.\nServe as a liaison between all Global Customer Care Services (GCCS) sites.\nMonitor dialer pacing trends and case creation.\nProvide reporting and create milestones throughout the month to ensure the business achieves service level targets.\nImplement daily adjustments to meet monthly service objectives.\nManage the addition and maintenance of Genesys skilling and agent groups.\nCapture and update service level impacts for Senior Management.\nCreate and run ad hoc reports for various departments as needed.\nMonitor agent adherence and notify production management of non-adherence incidents.\nReview skills gaps and make recommendations to the Resource Planning Analyst.\nPerform additional duties as needed to support the Client Care contact centers.\nVisa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.\nQualifications\nBasic Qualifications:\nMinimum of 6 months of work experience or a Bachelor's Degree.\nExperience in monitoring service levels and agent adherence in a contact center environment.\nExperience in updating and managing schedules using workforce management systems.\nExperience in generating and distributing operational reports.\nExperience in supporting call volume analysis and forecasting.\nExperience in using scheduling software (such as eWorkforce Management, Genesys WFM) and ACD reporting systems (such as Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, IWS).\nExperience in working independently with minimal supervision to reach established goals.\nExperience in using Microsoft Office functions, specifically Excel.\nExperience in managing multiple service requests with strict time limits on an ongoing basis.\nExperience in working well in a team environment.\nPreferred Qualifications:\n2 or more years of work experience.\nExperience in contact center operations, with at least 2 years in Workforce Management, including real-time resource management.\nExperience in making data-driven recommendations and decisions to manage performance.\nExperience in staff planning and trend analysis.\nExperience in collaborating with cross-functional teams to achieve operational objectives.\nVisa is an EEO Employer\nQualified 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.","description_format":"text","description_chars":5066,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-09-09T07:01:34Z"},{"event":"close","at":"2026-09-16T14:42:17Z"},{"event":"reopen","at":"2026-09-29T15:35:29Z"}],"liveness":{"score":31,"band":"fade","label":"Fading","p_open":1,"p_active":0.408,"p_room":0.75,"age_days":23,"expected_fill_days":26,"reasons":["conf:2","stale_co","velocity","win:late","comp:junior,brand"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/visa-work-force-planning-associate","json_url":"https://alion.io/job/visa-work-force-planning-associate.json","meta":{"generated_at":"2026-10-02T01:29:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1799,"day_limit":5000,"remaining_today":3201,"minute_limit":60,"resets_at":"2026-10-03T00:00:00Z"}}}