Workforce Senior Associate

Fiserv•Hagerstown, MD

1d•Onsite

About The Position

As a Workforce Sr. Associate, you will play a pivotal role in ensuring exceptional service delivery across Fiserv’s Client Care Organization (CCO). Operating within our fast-paced Workforce Command Center (WCC), you’ll help orchestrate real-time staffing decisions, optimize capacity, and support issue resolution across multiple contact-center environments. You will collaborate closely with internal leaders, vendor partners, and cross-functional support teams to maintain service-level excellence while navigating a dynamic and rapidly evolving operational landscape. This role is ideal for someone who is analytical, dependable, thrives under pressure, and enjoys influencing outcomes in a team-driven environment.

Requirements

2+ years of experience in contact center workforce management or equivalent call-center operations experience.
High proficiency in Microsoft Excel.
Prior experience translating technical operations to a non-technical audience.
Associate’s degree or Bachelor’s degree or an equivalent blend of education, experience, and/or military background.

Nice To Haves

Understanding of Fiserv’s CCO policies and procedures.
Experience preparing reports and presenting insights to senior leadership.
Proficiency in NiCE WFM/Webstation (or equivalent WFM tools), Genesys (or other routing solutions).
Background in 24/7 operations or large, complex contact centers.

Responsibilities

Execute day-to-day decisions related to contact center variable labor for one or more Fiserv business lines, ensuring optimal alignment to service-level goals.
Use WFM tools and call-routing technology to track performance in real time and intervene quickly when service levels are at risk.
Prepare ad hoc and scheduled reports for senior leadership, using data to explain trends, risks, and resource needs.
Flag issues promptly, take ownership, and collaborate with partners to drive resolution with guidance from leadership.
Leverage standardized WFM processes, ensuring consistent execution and measurable operational outcomes.
Work with internal teams and vendor partners to influence staffing, scheduling, workflow decisions, and performance outcomes.
Use logic and analytical thinking to suggest changes to staffing models or processes that improve efficiency and service consistency.
Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

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 and discounted shares with the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program.
Paid parental, caregiver, and military leave.