Workforce Senior Associate

Calling all innovators find your future at Fiserv.

Were Fiserv a global leader in Fintech and payments and we move money and information in a way that moves the world. We connect financial institutions corporations merchants and consumers to one another millions of times a day quickly reliably and securely. Any time you swipe your credit card pay through a mobile app or withdraw money from the bank were involved. If you want to make an impact on a global scale come make a difference at Fiserv.

Job Title

About Your Role

As a Workforce Sr. Associate you will play a pivotal role in ensuring exceptional service delivery across Fiservs Client Care Organization (CCO). Operating within our fast-paced Workforce Command Center (WCC) youll help orchestrate real-time staffing decisions optimize capacity and support issue resolution across multiple contact-center environments.

You will collaborate closely with internal leaders vendor partners and cross-functional support teams to maintain service-level excellence while navigating a dynamic and rapidly evolving operational landscape. This role is ideal for someone who is analytical dependable thrives under pressure and enjoys influencing outcomes in a team-driven environment.

What Youll Do

• Execute day-to-day decisions related to contact center variable labor for one or more Fiserv business lines ensuring optimal alignment to service-level goals.
• Use WFM tools and call-routing technology to track performance in real time and intervene quickly when service levels are at risk.
• Prepare ad hoc and scheduled reports for senior leadership using data to explain trends risks and resource needs.
• Flag issues promptly take ownership and collaborate with partners to drive resolution with guidance from leadership.
• Leverage standardized WFM processes ensuring consistent execution and measurable operational outcomes.
• Work with internal teams and vendor partners to influence staffing scheduling workflow decisions and performance outcomes.
• Use logic and analytical thinking to suggest changes to staffing models or processes that improve efficiency and service consistency.
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience Youll Need to Have

• 2 years of experience in contact center workforce management or equivalent call-center operations experience.
• High proficiency in Microsoft Excel.
• Prior experience translating technical operations to a non-technical audience.
• Associates degree or Bachelors degree or an equivalent blend of education experience and/or military background.

Experience That Would Be Great to Have

• Understanding of Fiservs CCO policies and procedures.
• Experience preparing reports and presenting insights to senior leadership.
• Proficiency in NiCE WFM/Webstation (or equivalent WFM tools) Genesys (or other routing solutions).
• Background in 24/7 operations or large complex contact centers.

How youll work:

• This role is on-site in Hagerstown MD. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
• This role requires use of a computer and audio equipment.
• You will work an assigned schedule of either:
  • 6:00am 2:00pm EST Tuesday Saturday
  • 10:00am 8:00pm EST Tuesday Wednesday Friday Saturday

Sponsorship:

You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including but not limited to F-1 (OPT CPT STEM) H-1B H-2 or TN or any candidate requiring sponsorship now or in the future will not be considered for this role.

Benefits at Fiserv:

• Fuel Your Life program to support your physical financial social and emotional well-being.
• Paid holidays and generous time away policies.
• No-cost mental health support through Employee Assistance Programs.
• Living Proof program to recognize your peers extra effort with points redeemable for rewards.
• Eight Employee Resource Groups to foster a collaborative culture and expand your network.
• Unparalleled professional growth with training development and internal mobility opportunities.
• Medical dental vision life and disability insurance options available from day one.
• Retirement planning and discounted shares with the Employee Stock Purchase Plan.
• Tuition assistance and reimbursement program.
• Paid parental caregiver and military leave.

Salary Range:

These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.

It is unlawful to discriminate against a prospective employee due to the individuals status as a veteran.

Thank you for considering employment with Fiserv. Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable both are preferable).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion national origin gender gender identity sexual orientation age disability protected veteran status or any other category protected by law.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process please contact. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiservs Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.