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.

Position Summary:

The Real Time Analyst is a member of the CyberSource and Authorize.Net Merchant Support Workforce Management team. The Analyst is responsible for Real Time management of call center performance to ensure that key performance indicators are being met.

Responsibilities:

• Responsible for the addition/maintenance of the Genesys workforce system
• Responsible for capturing/updating service level impact to leadership
• Responsible for running/creating adhoc reports to various departments
• Responsible for monitoring agent adherence and notifying production management of non-adherence incidents
• 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 notify leadership of SL risk and move resources to ensure SL is maintained
• 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

• Contact center workforce management experience preferred.
• Experience in utilization of workforce management tools 
• Knowledge of Genesys WFM or similar tools and ACD reporting systems (such as Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, IWS) preferred
• Proficiency in Microsoft Office functions, specifically Excel 
• Basic knowledge of Operational tactical and strategic techniques used to drive overall service levels across multiple sites 
• Strong trouble-shooting skills with the ability to work independently, requiring little supervision. 
• Ability to manage multiple simultaneous tasks
• Must be a self-starter and highly motivated business oriented independent thinker
• Ability to work well in a team environment is essential to the analyst's success

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.