Workforce Manager – Forecasting and Real-Time Monitoring

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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 Manager – Forecasting and Real-Time Monitoring

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. In 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 you'll 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 you'll 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
• Bachelor's 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 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,