Shift and Demand Manager

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

We are seeking a Shift and Demand Manager who will be responsible for multitasking between analysis, real-time traffic monitoring, and management reporting. The ideal candidate will study arrival patterns and trend data to forecast live and non-live volume, calculate staffing requirements, and ensure optimal scheduling and real-time management to support multi-site service desk operations. This role also involves maintaining constant communication with operations teams, monitoring productivity metrics, and ensuring adherence to schedules and KPIs 

Key Focus Areas 

The ideal candidate should be passionate about:  

• Capacity and Seat Calculation: Calculate the required capacity and seats for both live (phones/Chat) and non-live (email, self-service) channels in a multi-site operation1.

• Workforce Analysis Reporting: Create, present, and collaborate with key stakeholders regarding the workforce analysis report2.

• Optimal Scheduling and Real-time Management: Demonstrate a strong understanding of how planning requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-site service desk operations3.

• Real-time Monitoring and Adjustments: Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals/business objectives4.

• Staffing Adjustments Coordination: Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results5.

• Forecasting and Productivity Management: Forecast interactions and productivity, manage capacity, pool management, production planning, and staff planning6.

• KPI Achievement: Ensure that quantitative KPIs, such as service level and intraweek- and intraday productivity, are integrally realized as efficiently as possible7.

• Schedule Adherence Monitoring: Monitor and manage the schedule adherence of agents as accurately as possible and ensure agents adhere to the schedule provided by WFM Intraday Management and WFM planning8.

• Productivity Metrics Monitoring: Monitor the development of productivity metrics of agents such as Emails/Calls per hour, After Call Work Time, and Average Handle Time9.

• Agent Administration: Maintain base administration of agents including additions, terminations, skills, availability, group definitions, etc

Key Responsibilities: 

The position requires multitasking between analysis, real-time traffic monitoring and management reporting.  Analysts will study arrival patterns and trend data to forecast live and non-live volume and calculate staffing requirements.

• Calculation of required capacity and seats for both live (phones/Chat) and non-live (email, self-service) channels in a multi-site operation

• Create, present and collaborate with key stakeholders regarding the workforce analysis report

• Key functional responsibility includes the ability to demonstrate a strong understanding of how planning requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-site service desk operations.

• Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives.

• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.

• Personnel staffing of schedules that the pre-defined goals are met (i.e. optimal occupancy and service level agreements are achieved).

• Forecasting of interactions and productivity, capacity management, pool management, production planning and staff planning of the Service Desk.

• Coordinating the required capacity and deployment in agents and workplaces, that the optimal utilization and occupancy is realized and the KPI’s made can be met.

• Ensuring that quantitative KPI’s, such as service level and intraweek- and intraday productivity are integrally realized as efficiently as possible (optimizing of occupancy).

• Accurate realization of agent schedules that specific project-targets (KPI’s) are met within the set policy.

• Providing additional information regarding the optimization of occupancy, so that action can be taken in a timely manner.

• Intraday periodical monitoring of forecasted planning parameters and applying corrective measures if the realization deviates from the forecast. This should be done in a way that project KPI’s are achieved and/or optimized.

• Monitor and manage the schedule adherence of the Agent as accurate as possible and assure Agent adhere to the schedule provided by WFM Intraday Management and WFM planning.

• RTA monitoring development of productivity metrics of the agent such as Emails/Calls per hour, After Call Work Time and Average Handle Time.

• Maintain base administration of agents including additions, terminations, skills, availability, group definitions, etc.

• Responsible for monitoring agents’ activities and ensure all are not exceeding their threshold

• Regularly calling out offenders by reaching out to the concerned agent or coordinating with the Supervisors regarding agents’ activities.

• Ensuring all released schedules where aligned and reflected on Timekeeping and been adhere by the agents.

• Experience in handling live (phone/chat) and non-live (email, Self-service) channel

• Doing adhoc activities based on Operations’ needs.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Basic Qualifications:
•2 or more years of work experience with a Bachelor’s Degree or an Advanced
Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications
•Bachelor’s degree in information technology, preferably from a course under
the following: Math, Actuarial Science, Engineering, Statistics or with a total
experience of 10 years related experience
•At least 5-year relative experience in Workforce Management with a multi-
channel setup.
•Proficiency in SQL, Excel, PowerPoint. PowerBI and Machine Learning/AI
technologies
•Proficient in all Microsoft products to develop data capture.
•Working knowledge and technical understanding of Workforce or Resource
management principles, concepts and practices.
•Successfully influenced win-win cross-functional dynamics
•Experience in project management is desirable
•Has proven ability to produce complex reports pulling data from a multitude of
sources.
•Candidate should have good decision making and problem-solving skills.
•Excellent time management skills
•Excellent communication skills
•Basic to intermediate level experience in a related role
•Workforce analysis and reporting skills
Skills:
•Proven skills in leading, collaborating and cooperating with multi-cultural
teams across different time-zones
•Expertise in Microsoft Excel (Formulae, Pivot Tables, Macros, etc.)
•Excellent planning and time management skills with the ability to deal with
multiple demands on time and deal with ambiguity
•Sound technical knowledge of different workforce planning tools
•Advanced analytical skills and should provide analysis support on project
•Innovative and creative in finding solutions/ designing improved methods,
systems and processes
•High attention to detail and ability to deep dive Identify root causes of variance
and to execute solutions.
•Ability to provide sound advice and effective communication with
stakeholders, should have interest & Ability to work on process-improvements
initiatives and projects
•Data mining skills to enable advanced data mining from databases using SQL
or preparing and Maintaining databases using MS Access
•Understanding of workforce management programs

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.