Workforce Manager – Forecasting and Real-Time Monitoring

We’re Fiserv, a global leader in Fintech and payments, moving money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers millions of times daily—quickly, reliably, and securely. From credit card swipes to mobile payments and ATM withdrawals, we’re involved.

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 commitments. 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.

Responsibilities

• 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.

Requirements

• 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
• Bachelor's degree in business, operations, analytics, finance, or a related field, or equivalent combination of education, related experience and/or military experience

Skills

• 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

Schedule

This role is on-site Monday through Friday. In-person collaboration is considered essential for onboarding and productivity.

Benefits

• Fuel Your Life program to support 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 peers’ extra effort with points redeemable for rewards
• Eight Employee Resource Groups to foster collaboration and networking
• 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

Pay

Salary Range: $54,000.00–$72,000.00 (applies to employees in Maryland; ranges for other states may differ). Certain positions are commission-eligible.

You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas or requiring sponsorship will not be considered.