Workforce Manager - Forecasting and Real-Time Monitoring

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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, 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, 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 View email address on us.fitly.work. 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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Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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