Director, Workforce Planning

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

The Director, Workforce Planning will be a member of Visa's Global Customer Care Services, which is responsible to support and maintain Staffing Model strategy aligned with the corporate strategy maximizing the use of resources to achieve business goals, meet contractual service levels agreement, to ensure business continuity across all geographic locations, and across all Visa and Vendor sites.

Responsibilities:

• Coordinate and maintain robust Business Continuity Plan to facilitate disciplined execution of disaster recovery for people, process and technology with minimum impact to our merchants and consumers.
• Provide strategic direction,tactical leadership andday to day responsibilities for the Command Center employees and insure proper staffing andtraining to accomplish departmental goals and objectives
• Work with Business Partners in the preparation of the forecasting process to ensure business needs are met and translate those needs in appropriate capacity planning
• Responsible for providing key recommendations to production management with respect to daily and short term strategies for ensuring optimal service levels.
• Accountable for all the steps involved in intraday management of forecasted volume/staffing
• Maintain and calibratethe right tools to monitor and report employee schedule adherence, tardiness and absenteeism
• Support and maintain employee empowerment tools that allow employees to request time off, make trades as well as schedule preferences for shifts
• Ensure daily staffing levels and analyze future staffing needs for seasonal and special events for the Care Center Enterprise
• Maintain appropriate reporting of systems and procedures of Care Center hiring, turnover, and tenure to identify trends that impact staffing, recruiting ability, and impact on productivity to coordinate hiring plans across all Visa Customer Care Centers
• Coordinate, communicate and maintain business contingency management processes across all Visa's Global Customer Care Centers
• Responsible for working with Genesis and WFM system reports and data.
• Be a key stakeholder in Global Customer Care Services projects, providing expert opinions and requirements that are critical to the success of the GCCS
• Support workforce management while driving cost savings through improved operational efficiencies including queue design, occupancy, and scheduling efficiencies, along with highly effective management of agent FTE through capacity management across different customer communication channels and interaction tools: phone, emails, chat, SMS, fax and social media

Basic Qualifications

• 10 years of work experience with a Bachelors Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 3 years of work experience with a PhD
• Experience in an operations, business analysis, finance or statistics environment
• Demonstrated people management experience
• Demonstrated management experience (exempt and non-exempt staff) of global teams
• Ability to manage multiple simultaneous tasks
• Must be a self-starter and highly motivated business oriented independent thinker
• Comprehensive competency with call center technology such Avaya, Cisco, Genesys, Adeptra and Salesforce
• Strong knowledge Genesys WFM or similar tools
• Demonstrated leadership skills with emphasis on consensus building, diplomacy, cooperative negotiation and persuasion required to build cross functional commitment to deliver intended results
• Excellent communication skills both verbal and written in English including the ability to effectively communicate both internally and externally
• Proven tactical skills with the ability to identify connect and communicate opportunities that achieve objectives
• Excellent organization, planning, project management and analytical skills
• Preferred Qualifications:
• 12-15 years of work experience with a Bachelors Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• 10 years of contact center workforce management experience
• Bilingual communication skills in English and Spanish

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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 will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.