10 часов назад
Workforce Planning Consultant
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Workforce Planning Consultant (Contact Center Operations): Managing workforce planning strategy and operations for Visa Client Care with an accent on demand forecasting, capacity planning, scheduling, and performance analytics. Focus on optimizing staffing models, analyzing operational anomalies, coordinating stakeholders, and improving planning workflows with Genesys WFM and AI-powered tools.
Location: Pasay, Philippines, Manila; at least 3 days in the office required.
Company
is a global payments technology company that connects consumers, merchants, financial institutions, and governments across more than 200 countries and territories.
What you will do
- Support Genesys WFM functionality, including forecasting, scheduling, and system maintenance.
- Forecast short-term and long-term contact volumes and staffing requirements.
- Analyze contact center performance data, identify anomalies, and provide actionable recommendations.
- Recommend schedules for new-hire training and off-phone activities.
- Lead operational meetings with stakeholders, including Command Center, leadership, executives, and Operations teams.
- Review new tool requirements, coordinate workload across the WFM team, and improve operational processes.
Requirements
- At least 5 years of relevant experience with a Bachelor's Degree, or equivalent experience with an advanced degree or PhD.
- At least 5 years of contact center real-time operations, workforce planning, and scheduling experience.
- At least 3 years of end-to-end forecasting and capacity planning experience, including staffing.
- Expertise in analyzing performance data and generating actionable insights.
- Ability to manage stakeholder relationships, lead operational meetings, and balance team deliverables.
- Strong verbal and written English communication skills are essential.
Nice to have
- Experience with eWorkforce Management, Genesys WFM, Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, or IWS.
- Knowledge of operational techniques for improving service levels across multiple sites.
- Experience with Genesys software, Fair Isaac Falcon, or Adeptra.
- Six or more years of experience with a Bachelor's Degree, or equivalent experience with an advanced degree.
Culture & Benefits
- Hybrid work arrangement with at least 3 days in the office.
- Opportunity to contribute to payments technology serving more than 200 countries and territories.
- Use of AI-powered tools, including Copilot, ChatGPT, and Claude, to enhance productivity and decision-making.
- Equal employment opportunity for qualified applicants.
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