Workforce Manager – Forecasting and Real-Time Monitoring

Fiserv•Hagerstown, MD

1d•$54,000 - $72,000•Onsite

About The Position

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.

Requirements

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
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.

Nice To Haves

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

Responsibilities

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

Benefits

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.