Workforce Senior Associate

Calling all innovators – find your future at Fiserv.

We’re 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, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Workforce Senior Associate

About Your Role

As a Workforce Sr. Associate, you will play a pivotal role in ensuring exceptional service delivery across Fiserv’s Client Care Organization (CCO). Operating within our fast-paced Workforce Command Center (WCC), you’ll 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 You’ll 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 You’ll 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.
• Associate’s degree or Bachelor’s degree or an equivalent blend of education, experience, and/or military background.

Experience That Would Be Great to Have

• Understanding of Fiserv’s 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 you'll 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 reimbu