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About Us
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.

Responsibilities:
- Monitors service levels, abandon rates and aux utilization for multiple lines of businesses and sites.
- Engage managers in real-time actions needed to meet performance objectives.
- Adjust agent skills as needed to manage service levels in a multi-skill environment.
- Responsible for updating schedule exceptions, temporary schedule changes, and permanent schedule changes in Visa’s WFM system based on requests from the call center teams.
- Responsible for running attendance reports,



check-in summary reports, and forecast reports from the workforce management system and sending the information to production managers.
- Responsible for running additional reports as needed and pulling data from Genesys WFM and CC Pulse at the request of the Resource Planning Analysts to assist the department in meeting project deliverables.
- Supports the management of the workforce management forecaster/scheduler software system.
- Provides support for call volume analysis and patterns, supports the normalization of historical data and makes suggestions regarding adjustments and overtime were necessary.
- Helps maintain information needed for accurate forecasting and help report forecasts and vigente performance to the departments.
- Supports all schedule recommendations for new training classes, optimized schedules for lunches and PTO, and helps to re-align work schedules to meet current trends

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📌 Work Force Planning Associate (Bogotá)
🏢 Visa Colombia Sociedad Anonima
📍 Bogotá