Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

• Monitor service levels; abandon rates, case penetrations and aux utilization
• Responsible for updating schedule exceptions, temporary schedule changes, and permanent schedule changes in the WFM system based on requests from the call center teams
• Responsible to run attendance reports, check-in summary reports, and forecast reports from the workforce management system and to send the information to production managers
• Responsible for running additional reports as needed and to pull 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 forecasted and actual performance to the departments
• Supports all schedule recommendation for new training classes, optimized schedules for lunches and PTO, and helps to re-align work schedules to meet current trends
• Serves as a Command Center leasing between all GCCS Sites
• Responsible for monitoring Adeptra pacing trends and case creation
• Lead daily meetings across all GCCS site with vendor partners
• Provide reporting and create milestones throughout the month to ensure the business is able to achieve service level targets
• Provide daily adjustments as needed to achieve the monthly service objectives
• Responsible for the addition/maintenance of Genesys skilling and agent groups
• Responsible for capturing/updating service level impact to Senior Management
• Responsible for running/creating adhoc reports to various departments
• Responsible for monitoring agent adherence and notifying production management of non-adherence incidents
• Review skills gaps and make recommendations to Resource Planning Analyst
• Responsible for additional duties as needed in support of the Call Center

• Excellent verbal and written communication skills are essential
• Experience with scheduling software (such as eWorkforce Management, Genesys WFM) and ACD reporting systems (such as Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, IWS) is recommend)
• Basic knowledge of Operational tactical and strategic techniques used to drive overall service levels across multiple sites
• Recommended Knowledge/experience with Genesys software, Fair Isaac’s Falcon, and Adeptra.
• The incumbent should possess strong analytical capabilities, knowledge of staff planning, trend analysis. And excellent PC skills, including NT
• Must be able to work independently with minimal supervision to reach established goals
• Organized and detail-oriented
• Decisive self-starter who can perform with a minimal amount of supervision
• Candidate must demonstrate ability to set priorities
• Ability to work well in a team environment is essential to the analyst's success
• The incumbent should also possess a minimum of three year of Call Center experience, with at least two years of workforce management related experience
• Solid leadership and decision-making ability
• Ability to prioritize and balance workload across multiple sites
• Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis
• Proficiency in Microsoft Office functions, specifically Excel
• MUST be able to work a 2nd Shift which will include either Saturday or Sunday

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.

All your information will be kept confidential according to EEO guidelines.