workforce management Business AnalystVisa

Company Description
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
Job Description
Serve as the Command Center administrator for WFM systems and tools (eWFM, DCCM, etc.)
Collaborate with various teams on technology projects to drive WFM efficiency, by supporting as a Genesys SME
Analyze contact center performance data and provide recommendations improve performance and support effective decision making
Create data driven reports and communications (text, charts, tables, charts, displays, etc...) that identify trends and occurrences, to share findings and recommendations
Share analysis results incorporate learning into future plans and processes
Maintain agent skill directories records for all Client Care lines of business supported by Command Center
Create, update, and communicate contact center agent headcount and skill reports
Establish and maintain relationships with a broad base of stakeholders (i.e. Command Center, contact center leadership, executives, etc...)
Collaborate easily and successfully with all levels of management in a matrix organization structure
Create and maintain training plans based on product, skill set, and business (including upskill training)
Work with other WFM team members and to balance workload and ensure deliverables are met
Provide oversight and support with Command Center performance management tasks as needed
Other related ad-hoc duties, as assigned
Qualifications
• 5+ years experience in a global contact center environment
3+ years experience in workforce management
3+ years experience using a workforce management software in an operational capacity (such as eWorkforce Management, Genesys WFM)
3+ years experience using an ACD reporting system (such as Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, IWS)
Working knowledge of Microsoft Office, including moderate PowerPoint and advanced Excel skills. SharePoint and Tableau a plus
Bachelor's degree in business, analytics, statistics, or related field is preferred
Strong verbal, written, presentation and interpersonal skills are required, as well as experience writing and editing business procedure documents
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
Basic knowledge of Operational tactical and strategic techniques used to drive overall service levels across multiple sites
Aptitude for data reporting and analysis and the ability to use technology to solve problems
Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving
Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis
Strong technical aptitude with the ability to absorb technical information and apply it to business solutions
Additional Information
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Visa

Pasay City, Metro Manila
Permanent
Full-time