Workforce Manager – Forecasting and Real-Time Monitoring

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 this role:

You will support contact center performance by developing forecasts staffing models and real-time monitoring insights that help teams meet service level and client this role you will partner with Operations Scheduling Real-Time Reporting and leadership teams to translate workload trends into staffing recommendations and operational actions. Your work will improve forecast accuracy workforce visibility and day-to-day decision-making.

What youll do:

• Develop short-term and long-term forecasts for contact volume average handle time shrinkage service levels and staffing requirements
• Analyze historical trends seasonality business events and operational drivers to identify forecast assumptions and future workload needs
• Create and maintain daily weekly monthly and intraday forecast models across queues teams and shifts
• Partner with Operations and workforce partners to translate forecast outputs into staffing plans hiring recommendations overtime needs and capacity assumptions
• Monitor actual performance against forecast identify variances and provide root-cause analysis for gaps in volume staffing average handle time and service levels
• Support real-time monitoring by reviewing queue health call traffic skill balancing adherence and service level risks and escalating issues as needed
• Develop reports dashboards and workforce communications that provide timely insights to leadership and business partners
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience youll need to have:

• 4 years of experience in workforce management forecasting capacity planning contact center operations or a related analytical role
• 4 years of experience analyzing workforce metrics such as call volume average handle time average speed of answer service level abandon rate occupancy shrinkage adherence and staffing requirements
• Experience using Microsoft Excel for data analysis including lookup functions pivot tables formulas and reporting
• Experience building forecasts staffing models capacity plans or operational reporting using workforce management tools telephony platforms or similar technologies
• Bachelors degree in business operations analytics finance or a related field or equivalent combination of education related experience and/or military experience

Experience that would be great to have:

• Experience using NICE IEX Workforce Management or similar workforce management platforms
• Experience using Avaya CMS or similar contact center telephony and reporting tools
• Experience partnering with Operations Training Scheduling Reporting and leadership teams in a contact center environment
• Experience improving forecast accuracy reporting efficiency or workforce processes

How youll work:

• This role is on-site Monday through Friday. 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.

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 including 401k match and discounted shares with the Employee Stock Purchase Plan.
• Tuition assistance and reimbursement program.
• Paid parental 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.