Workforce Senior Associate

Calling all innovators - find your future at Fiserv.

We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Workforce Senior Associate

About Your Role

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.

What You'll Do

• 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.

Experience You'll Need to Have

• 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.

Experience That Would Be Great to Have

• 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.

How you'll work:

• This role is on-site in Hagerstown, MD for all external applicants. 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.

• You will work an assigned schedule of either:

• 6:00am - 2:00pm EST, Tuesday - Saturday

• 10:00am - 8:00pm EST, Tuesday, Wednesday, Friday, Saturday

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 and discounted shares with the Employee Stock Purchase Plan.

• Tuition assistance and reimbursement program.

• Paid parental, caregiver, and military leave.

Salary Range:

$40,000.00-$50,500.00

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 [email protected] . 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.

Note to agencies:

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.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.