Manager, Workforce Management

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.

The Command Center Manager leads real-time operations for a global, multi-channel contact center environment, ensuring interval service targets are met while driving automation, resilience, and continuous improvement. This role blends operational leadership in Genesys Cloud, advanced analytics using Power BI, Tableau, and Excel, and governance through playbooks and policy engines. The manager will also develop talent through coaching and partner with stakeholders across multiple sites to maintain service excellence.

Key Responsibilities:

Virtual Run Room & Real Time Performance:

• Lead the virtual run room, a centralized digital environment for real-time monitoring and intervention.
• Manage Genesys Cloud alerts, execute routing changes, OT & VTO offers, backlog deferrals, and escalations all through virtual collaboration tools.
• Coordinate incident bridges and vendor overflow during service risks.
• Monitor and act on WFM tools and dashboards to maintain SL, AHT, occupancy, and shrinkage targets.

Automation & Platforms:

• Leverage Genesys Cloud APIs and alerting for routing and backlog management.
• Build and maintain automated Power BI and Tableau dashboards for performance reporting and variance analysis.
• Ensure data integrity and timely reporting for operational decision-making.

Governance & Playbooks:

• Own and maintain Command Center playbooks with triggers, actions, recovery SLAs, and escalation ladders.
• Audit and version control all changes, log actions for compliance and continuous improvement.

Stakeholder Partnership:

• Collaborate with Operations, IT, Vendor Management, and Quality teams to align priorities and manage escalations.
• Support global service delivery across multiple sites with tactical and strategic interventions.

Talent Development:

• Coach analysts and coordinators to build decision-making confidence and data literacy.
• Foster a feedback rich culture through structured one on ones and post-incident reviews.

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

• At least five years in a global contact center, with three in Workforce Management.
• Bachelor’s in business, data science, or related field preferred.
• Expert in Microsoft Office (Excel, PowerPoint) and strong MS Excel experience required.
• Proficient with Workforce Management tools and Genesys Cloud - queues, routing, APIs, reporting.
• Advanced Power BI and Tableau skills for automation and visualization.
• Excellent verbal and written communication, skilled in clear documentation.
• Solid knowledge of call center management best practices and operations across sites.
• Strong analytical skills - budgeting, costing, trend analysis, and large dataset handling.
• Able to manage multiple priorities independently, organized and detail focused.
• Effective leader with coaching and talent development experience.
• Comfortable with fast-paced work, shifting priorities, and tight deadlines.
• Willing to work flexible shifts for global meetings.

Preferred Modern Skills:

• Experience building and maintaining Command Center playbooks and policy engines.
• Generative AI skills - AI-driven forecasting, automated alerting, conversational AI for support, and AI-based performance insights.

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.