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
The WFM Command Center Analyst is responsible for real-time performance management across our contact center network and acts as a key support partner to Command Center Operations Managers. This role ensures operational continuity by executing intraday interventions, maintaining accurate skilling and routing in Genesys Cloud, and providing timely reporting and insights that enable Operations Managers to make informed decisions.
Key Responsibilities




Support Command Center Operations Managers by providing real-time data, alerts, and actionable recommendations. Assist in implementing tactical decisions and document outcomes.
Monitor service levels, queue health, abandon rates, AHT, AUX, adherence, and occupancy. Escalate anomalies and execute corrective actions under Operations Manager guidance.
Track adherence exceptions and collaborate with Operations Managers and production leaders to resolve variances. Update schedules and exceptions in Genesys Cloud.
Maintain and adjust agent groups and skills in Genesys Cloud to balance interval performance and support tactical decisions from Operations Managers.
Generate and distribute real-time dashboards and end-of-day variance reports to Operations Managers for performance review.
Assist Operations Managers during bridge calls for outages or SLA risks. Follow escalation protocols and document actions.
Capture insights from Operations Manager

📌 Work Force Planning Analyst (Bogotá)
🏢 Visa
📍 Bogotá