Business Analyst, Workforce Optimization

  • Miami, FL
  • Full-time

Company Description

About Visa:

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. CyberSource, a Visa company, has been and continues to be a pioneer within the e-Commerce Payment Management world. Our VisaNet network is capable of handling over 65,000 transaction messages 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.

“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.”

Job Description

This role is responsible for developing, driving and delivering project initiatives for GCCS. Core responsibilities include supporting cross-functional initiatives for process efficiency implementations, enhancements to product and services, product trend analysis, and creating various analytical reports.The incumbent should possess project management capabilities and be knowledgeable in all GCCS products and procedures. The position is based in Miami, Florida and reporting to the Workforce Optimization Director.


  • Closely collaborate with multiple GCCS parties to effectively drive process improvement initiatives through strategy alignment, effective communication and flawless execution of key priorities
  • Responsible for early identification of client and/or product issues and trends, determine potential resolutions, and assigning the appropriate resources, communicating project status, tracking and resolving them in a timely manner
  • Manage client implementations
  • Support various IVR content changes and configuration requests
  • Achieve project goals by engaging effectively with stakeholders at all levels of GCCS
  • Direct project activities, conduct reviews, manage risk mitigations and change control processes, and communicate status
  • Responsible for all aspects of project management from project initiation through project completion
  • Define and identify risks to projects and implement mitigation strategies
  • Connect key internal stakeholders with external partners, defining the required communication plan, identifying metrics, and enabling separate organizations to maintain alignment of project management activities with operational functions
  • Conduct various analyses regarding product and client call drivers, AHT, trends, occupancy, process improvements, procedural modifications, and customer inquiries
  • Utilizes client escalation logs to create/generate analytical summaries and trend reports
  • Create and maintain various reports using Excel, SharePoint, Power Point, and CRMs
  • Synthesize Product and Cardholder trends and infer patterns within data findings
  • Identify quality and training gaps
  • Provides support for call volume analysis and supports the normalization of historical data and makes suggestions regarding adjustments
  • Provides reporting and create milestones throughout the month to ensure the business is able to achieve service level targets
  • Responsible for running/creating adhoc reports to various departments


  • Bachelor degree required.Preferably within Business Administration, Industrial Engineering, or Process Improvement

  • 3+ years of Contact Center experience and have proven experience managing cross-organizational, multi-stakeholder projects

  • Experience with delivering implementations in a Contact Center environment
  • Excellent verbal, written and presentation skills
  • Strong leadership qualities and organizational skills as well as the ability to adapt quickly to changing priorities, assignments, and roles
  • Solid understanding of process improvements techniques and project management strategies, techniques, methodologies, and best practices
  • Excellent interpersonal skills- the ability to convey complex information to diverse audiences
  • 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
  • Proficiency in Microsoft Office functions, specifically Excel
  • Strong analytical and critical thinking skills
  • Demonstrated ability to drive results while building relationships with multiple key business partners

Additional Information

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