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.

Job Description

Job Summary

The Work Force Planning Analyst is responsible for supporting the Client Care strategy and operations (non-customer-facing) within Visa Rules Management. This role defines and manages strategic priorities for Visa Client Care, including business planning, demand forecasting, workforce planning, quality assurance, and metrics monitoring. The analyst establishes, implements,



and continuously improves procedures or workflow processes to increase operational effectiveness and coordinates operational activities with other areas of the business.

All 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.

Key Responsibilities
- Set up and configure the Workforce Management (WFM) system according to business needs, including user roles, permissions, and access levels.
- Collaborate with OSC to manage user accounts, including onboarding, password resets, and permissions.
- Review and process change requests for Pulse dashboards and serve as internal support liaison for Genesys system upgrades and testing.
- Maintain configuration for exceptions, time off, and scheduled state groups; update VQ configurations for Pulse.
- Provide first-line technical support for user issues and deliver training/support to users for effective system utilization.
- Continuous

📌 Work Force Planning Analyst (Bogotá)
🏢 110 Visa U.S.A.
📍 Bogotá