Workforce Manager – Forecasting and Real-Time Monitoring

Fiserv
United States
Workplace: OnsiteFull timeUSD 54,000 - 72,000 annuallyFunction: Administration & Executive AssistanceExperience: 4+ yearsEducation: bachelorsSkills: []

Own contact center workforce planning by building short- and long-term forecasts, staffing models, and intraday projections that drive service-level and client commitments. Analyze historical trends, seasonality, and operational drivers to refine assumptions, then monitor queue health and performance vs. forecast to identify variances and root causes. Partner with Operations, Scheduling, Real-Time, Reporting, and leadership to translate insights into staffing, capacity, and escalation actions.

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Fiserv
Fiserv
6 hours ago

Workforce Manager – Forecasting and Real-Time Monitoring

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Own contact center workforce planning by building short- and long-term forecasts, staffing models, and intraday projections that drive service-level and client commitments. Analyze historical trends, seasonality, and operational drivers to refine assumptions, then monitor queue health and performance vs. forecast to identify variances and root causes. Partner with Operations, Scheduling, Real-Time, Reporting, and leadership to translate insights into staffing, capacity, and escalation actions.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance

Key Responsibilities

  • •Develop short- and long-term forecasts for contact volume, average handle time, shrinkage, service levels, and staffing requirements.
  • •Create and maintain daily, weekly, monthly, and intraday forecast models across queues, teams, and shifts.
  • •Translate forecast outputs into staffing plans, hiring recommendations, overtime needs, and capacity assumptions with Operations and workforce partners.
  • •Monitor actual performance vs. 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; escalate issues as needed.

Pay and Benefits

Salary: USD 54,000 - 72,000 annually
Perks:Health InsuranceDentalVisionLife InsuranceDisability Insurance401kTuition AssistancePaid LeavePaid Holidays

Key Requirements

  • •4+ years of experience in workforce management, forecasting, capacity planning, contact center operations, or a related analytical role.
  • •4+ years analyzing workforce metrics such as call volume, average handle time, service level, abandon rate, occupancy, shrinkage, adherence, and staffing requirements.
  • •Strong proficiency with Microsoft Excel, including lookup functions, pivot tables, formulas, and reporting.
  • •Experience building forecasts, staffing models, capacity plans, or operational reporting using workforce management tools and/or telephony platforms.
  • •Bachelor’s degree in business, operations, analytics, finance, or a related field (or equivalent education and/or experience).
Experience:4+ years
Education:Bachelor's
Tech Stack:Microsoft ExcelNICE IEX Workforce ManagementAvaya CMS

Eligibility

Visa:F-1H-1BH-2TN
Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Fiserv
Provides payments, processing services, risk management, and core banking technology to financial institutions, merchants, and businesses worldwide, enabling digital payments, account processing, and financial services integration.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Brookfield, United States
Founded: 1984
WebsiteLinkedIn