{"id":2967130,"url":"https://alion.io/job/visa-workforce-management-command-center-manager","title":"Workforce Management Command Center Manager","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":"A","score":85,"open_postings":136,"ghost_share":0,"stale_share":0.596,"repost_share":0.022,"time_to_fill_p50_days":32,"computed_at":"2026-10-25T05:49:26Z"}},"role":"HR","role_family":"HR","seniority":"senior","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":["CO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":76000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":3669},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ChatGPT","optional":false},{"name":"Copilot","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Power BI","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-10-20T00:00:00Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-24T04:01:29Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"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 Command Center Manager leads real-time operations for a global, multi-channel contact center environment, ensuring interval service targets are met while driving automation, resilience, and continuous improvement. This role blends operational leadership in Genesys Cloud, advanced analytics using Power BI, Tableau, and Excel, and governance through playbooks and policy engines. The manager develops talent through coaching and partners with stakeholders across multiple sites to maintain service excellence.\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:\nVirtual Run Room and Real-Time Performance\nLead the virtual run room, a centralized digital environment for real-time monitoring and intervention.\nManage Genesys Cloud alerts and execute routing changes, overtime and voluntary time-off offers, backlog deferrals, and escalations through virtual collaboration tools.\nMonitor and act on workforce management tools and dashboards to maintain service level, average handle time, occupancy, and shrinkage targets.\nAutomation and Platforms\nLead efforts to deploy Genesys Cloud APIs and alerting capabilities to support improved real time monitoring\nSupport efforts to build and maintain automated Power BI and Tableau dashboards that outline Command Center performance.\nEnsure data integrity and timely reporting to support operational decision-making.\nGovernance and Playbooks\nOwn and maintain Command Center playbooks with defined triggers, actions, recovery service-level agreements, and escalation paths.\nAudit and version-control changes and maintain action logs to support compliance and continuous improvement.\nStakeholder Partnership\nCollaborate with Operations, IT, Vendor Management, and Quality teams to align priorities and manage escalations.\nSupport global service delivery across multiple sites through tactical and strategic interventions.\nTalent Development\nCoach and strengthen decision-making confidence and data literacy.\nFoster a feedback-rich culture through structured one-on-one meetings and post-incident reviews.\nQualifications\nBasic Qualifications\n5 or more years of experience in a global contact center environment, including 3 or more years in Workforce Management.\n3 or more years of experience using Microsoft Excel in a business environment, with proficiency in Microsoft Office, especially Excel and PowerPoint.\nStrong knowledge of Workforce Management tools and the ability to maintain them.\nHands-on expertise with Genesys Cloud, including queues, skills, alerting, routing, APIs, and reporting.\nProficiency in Power BI and/or Tableau for data automation and visualization.\nExcellent verbal and written communication skills, with the ability to create well-organized and accurate documentation.\nKnowledge of contact center management best practices and operational techniques used to drive service levels across multiple sites.\nStrong functional and analytical skills, including budgeting, costing, trend analysis, and the ability to collect, organize, and analyze large datasets accurately.\nAbility to balance multiple priorities with minimal direction while remaining organized and detail-oriented\nSolid leadership and decision-making ability, with a demonstrated record of coaching and talent development.\nAbility to work effectively in a fast-paced environment with changing priorities and strict time constraints.\nPreferred Qualifications\n6 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).\nExperience in delivering complex, system-integrated business application projects.\nExperience in dispute processing industry across all Visa product lines.\nPrior process governance and process change management experience.\nAbility to represent technical and business issues and solutions to multiple levels internally and externally.\nAbility to set priorities, influence others, and manage customer expectations.\nAbility to provide ongoing direction and analysis of trends and opportunities to improve customer/client experience.\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. 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