Sr. Director, Workforce Optimization, Client Care

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Job Summary

The Senior Director, Workforce Planning & Management will lead a mission critical function responsible for delivering predictive planning, real-time orchestration, and continuous performance optimization across human and AI workforces globally supporting Visa clients across voice, chat, email, social media channels. This leader will ensure the optimal staffing model strategy by maximizing the use of resources to achieve business goals, meet contractual service level agreements, and ensure business continuity across all geographic locations (Visa and vendor sites). As a member of the Client Care Service Operations and AI Management team, the Senior Director will play a critical role in shaping the workforce management of a highly automated future workforce consisting of human and AI resources.

This role will report to the VP, Service Operations & AI Management.

Responsibilities:

• Responsible for headcount & demand forecasting and planning (future and real-time) activities including staff schedules to cover 24-7 operations with short, medium, and long-term strategy to meet performance service level agreements and turnaround time expectations.
• Maintain effective cadence and oversight of real-time and historical performance versus plan and actions needed such as staffing adjustments to meet targets.
• Establish regular intraday and daily, weekly, monthly performance reports to various levels of leadership and stakeholders communicate performance against targets.
• Develop and execute strategy to optimize the use of automation and AI tools in workforce management and planning. Establish a future forward mindset with direct and indirect reports.
• Provide strategic direction, tactical leadership and day-to-day responsibilities for the Workforce Planning, Scheduling, and Command Center employees.
• Work with Business Partners as part of the forecasting process to identify demand and business needs and translate needs into appropriate capacity models including full understanding of IVR and contact strategy implications to the model. Prepare business teams to support upcoming changes and apply staff adjustments in support of change.
• Maintain and calibrate the right tools to monitor and report employee schedule adherence, tardiness and absenteeism. Support 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 Client Care Service team. Establish hiring targets and resource allocation to service suppliers-vendors.
• Maintain effective incident management protocols within command center process to identify, track, and escalate production and systems related issues impacting performance.
• Coordinate, communicate and maintain business continuity management processes across all Visa’s global Client Care centers and vendor business resiliency plans as well as execution of disaster recovery for people, process and technology with minimum impact to clients.
• Responsible for working with Genesys and WFM systems for real time and reporting requirements. Serve as SME in WFM tools and applications.
• Serve as key stakeholder in Client Care projects, providing expert opinions and requirements that are critical to the success of the Client Care team including evaluation of new WFM upgrades and enhancements.
• Lead 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 dynamic capacity management processes across various channels and interaction tools: phone, emails, chat, SMS, and social media

Qualifications

Basic Qualifications
• 12 years of work experience with a Bachelors Degree, 10 years of work experience with an Advanced degree (e.g. Masters/MBA/JD/MD), or a minimum of 5 years of work experience with a PhD
• Proven experience in an operations, business analysis, finance or statistics environment
• 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 Microsoft Dynamics, or other CRM tools
• Strong knowledge Genesys WFM or similar tools
• Demonstrated leadership skills with emphasis on collaboration, 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:
• 15-18 years of experience with a Bachelors Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD or PhD)
• 10 years of 24/7 contact center workforce management experience with support to multiple channels of interaction including voice, non-voice calls, chats, emails, including IVR

• Proven experience leveraging automation or AI technology to improve workforce management
• Bilingual communication skills in English and Spanish

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.

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