Forecasting & Capacity Planner

Fiserv•Marietta, GA

13h•Onsite

About The Position

As a Forecasting and Capacity Planner at Fiserv, you will develop demand forecasts, staffing models, and capacity plans to help Workforce Management align resources with operational and client needs. You will work with Operations, Finance, Talent Acquisition, Training, and Vendor Management to assess workload trends, service targets, and staffing assumptions. Your work will support service performance, cost planning, and informed business decisions. The role is on-site Monday through Friday. Fiserv considers in-person collaboration essential to the role, including for onboarding and productivity. Applicants must already have valid and unrestricted U.S. work authorization; candidates who require sponsorship now or in the future will not be considered. The position cannot be performed in Colorado, California, the District of Columbia, Hawaii, Illinois, Massachusetts, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island, Vermont, Virginia, Maine, or Washington.

Requirements

At least 6 years of experience in workforce management, forecasting, capacity planning, operations analytics, or related operational planning functions.
At least 6 years of experience building demand forecasts, staffing models, or capacity plans using workforce drivers such as average handle time, shrinkage, occupancy, service levels, attrition, and productivity.
At least 6 years of experience analyzing operational data, measuring forecast accuracy, and presenting recommendations to business leaders.
At least 4 years of experience using Microsoft Excel to develop models, analyze data, and summarize workforce planning insights.
Bachelor’s degree or higher in Business, Finance, Mathematics, Statistics, Operations Management, or a related field, or an equivalent combination of education, related experience, and/or military experience.
Must currently possess valid and unrestricted U.S. work authorization and not require sponsorship now or in the future.
Must work on-site Monday through Friday.

Nice To Haves

Experience with workforce management platforms such as NICE WFM, Verint, Aspect, Calabrio, or Genesys.
Experience using Power BI or similar reporting tools to create dashboards, visualizations, and recurring operational reports.
Experience supporting new client implementations, business changes, or vendor capacity planning.
Experience applying forecasting methodologies in a contact center or operations environment.

Responsibilities

Develop short-, mid-, and long-term forecasts for customer contact volumes, workload demand, and staffing needs.
Analyze historical trends, seasonality, business initiatives, client growth, and operational drivers to improve forecast accuracy.
Translate demand forecasts into staffing requirements using average handle time, shrinkage, occupancy, service-level targets, attrition, and productivity assumptions.
Create hiring, cross-training, vendor, and resource allocation recommendations that support service performance and operational goals.
Identify capacity risks and recommend mitigation plans to help leaders maintain service levels and manage cost impacts.
Support annual operating plan development, budgeting, and long-range workforce planning through workforce models and scenario analysis.
Prepare workforce analysis, reporting, and presentations summarizing forecast accuracy, staffing efficiency, and operational performance for leadership review.

Benefits

Fuel Your Life program supporting 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 peer-recognition program with points redeemable for rewards.
Eight Employee Resource Groups.
Professional growth opportunities through training, development, and internal mobility.
Medical, dental, vision, life, and disability insurance options available from day one.
Retirement planning, including a 401(k) match and discounted shares through the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program.
Paid parental and military leave.