Work Force Planning Analyst

The WFM Command Center Analyst is responsible for real-time performance management across our contact center network and acts as a key support partner to Command Center Operations Managers. This role ensures operational continuity by executing intraday interventions, maintaining accurate skilling and routing in Genesys Cloud, and providing timely reporting and insights that enable Operations Managers to make informed decisions.

Key Responsibilities

• Support Command Center Operations Managers by providing real-time data, alerts, and actionable recommendations. Assist in implementing tactical decisions and document outcomes.
• Monitor service levels, queue health, abandon rates, AHT, AUX, adherence, and occupancy. Escalate anomalies and execute corrective actions under Operations Manager guidance.
• Track adherence exceptions and collaborate with Operations Managers and production leaders to resolve variances. Update schedules and exceptions in Genesys Cloud.
• Maintain and adjust agent groups and skills in Genesys Cloud to balance interval performance and support tactical decisions from Operations Managers.
• Generate and distribute real-time dashboards and end-of-day variance reports to Operations Managers for performance review.
• Assist Operations Managers during bridge calls for outages or SLA risks. Follow escalation protocols and document actions.
• Capture insights from Operations Manager feedback and contribute to process enhancements and automation opportunities.

Key Tools and Systems

• Genesys Cloud for Workforce Management and routing
• Real-time monitoring dashboards and pacing tools (e.g., VIVA)
• Reporting platforms for intraday and variance analysis
• Microsoft Suite - Excel, PowerPoint, Outlook etc.
• Microsoft Power BI for data visualization and performance dashboards
• SharePoint for document management and collaboration
• Tableau for advanced analytics and reporting

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. 

Education
Bachelor’s degree in Business Administration, Operations Management, Statistics, or related field (or equivalent work experience).
Preferred - Master’s degree in Analytics, Operations, or related discipline.

Experience
2-4 years in Workforce Management, Real-Time Analysis, or Contact Center Operations.
Hands-on proficiency with Genesys Cloud, Microsoft Power BI, Tableau, and SharePoint.
Strong analytical and problem-solving skills with experience in intraday performance management.

Broader Technical Skills
Understanding of WFM forecasting and scheduling principles in addition to intraday management.
Familiarity with telephony and routing concepts (ACD, IVR, multi-channel environments).
Exposure to API-driven reporting or automation within WFM or contact center platforms.
Ability to leverage BI tools for advanced analytics and visualization.

Certifications (Preferred)
Genesys Cloud Workforce Management Certification
Certified Workforce Management Professional (CWMP) or equivalent industry credential
Microsoft Power BI Data Analyst Associate
Tableau Desktop Specialist
Lean Six Sigma Yellow/Green Belt (a plus)

Core Skills
Excellent communication and collaboration skills to support Operations Managers.
Ability to act quickly under pressure and maintain situational awareness.
Strong data visualization and reporting capabilities.

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.