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 Summary
The Work Force Planning Associate is responsible for supporting Client Care strategy and operations in a non-customer-facing capacity. This role defines and manages strategic priorities for Visa Client Care, including business planning, demand forecasting, workforce planning, quality assurance, and metrics monitoring. The associate 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:
- Monitor service levels, abandon rates, and auxiliary utilization across multiple business lines and sites.
- Engage with managers in real-time to implement actions needed to meet performance objectives.
- Adjust agent skills as needed to manage service levels in a multi-skill environment.
- Update and manage schedule exceptions, temporary and permanent schedule changes in the Workforce Management (WFM) system based on call center team requests.
- Generate and distribute attendance, check-in summary, and forecast reports from the workforce management system to production managers.
- Pull data from Genesys WFM and CC Pulse for additional report requirements and ass

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