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Visa 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.
At 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. Join Visa and do work that matters — to you, to your community, and to the world.
Progress starts with you.
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

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications
Basic Qualifications
- Minimum of 6 months of work experience or a Bachelor's Degree

Preferred Qualifications
- 5 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 recommended
- Basic knowledge of Operational t

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1assl1

📌 Work Force Planning Consultant (Medellín)
🏢 Visa
📍 Medellín