Workforce Manager – Forecasting and Real-Time Monitoring

What You'll Do

• Develop short-term and long-term forecasts for contact volume, average handle time, shrinkage, service levels
• staffing requirements Analyze historical trends, seasonality, business events
• operational drivers to identify forecast assumptions and future workload needs Create and maintain daily, weekly, monthly
• intraday forecast models across queues, teams
• shifts Partner with Operations and workforce partners to translate forecast outputs into staffing plans, hiring recommendations, overtime needs
• capacity assumptions Monitor actual performance against forecast, identify variances
• provide root-cause analysis for gaps in volume, staffing, average handle time
• service levels Support real-time monitoring by reviewing queue health, call traffic, skill balancing, adherence
• escalating issues as needed Develop reports, dashboards
• 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 you'll need to have: 4+ years of experience in workforce management, forecasting, capacity planning, contact center operations
• 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
• staffing requirements Experience using Microsoft Excel for data analysis, including lookup functions, pivot tables, formulas
• reporting Experience building forecasts, staffing models, capacity plans
• operational reporting using workforce management tools, telephony platforms
• similar technologies Bachelor's degree in business, operations, analytics, finance
• 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
• leadership teams in a contact center environment Experience improving forecast accuracy, reporting efficiency
• workforce processes How you'll 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: $54,000.00-$72,000.00 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 individual's 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
• 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 AskHR.US@fiserv.com .
• Please note our AskHR representatives do not have visibility to your application status.
• Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.
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