Job Responsibilities

• Responsible for short-term call volume forecast, hire plan, and capacity planning for the Fiserv. 

• Call centre and back-office operations,  provides direction and recommendations on short-term (one to three months) impacts to staffing plans for all products supported to senior management and workforce organizations on a weekly basis to ensure that service level expectation and operational effectiveness is achieved. 

• Responsible for the workforce analysis on all call centre migration activity and new business opportunities. 

• Provides workforce analysis on agent, seat, and efficiency expectation for current business migration plans (from site to site) and new business opportunities.

• Responsible for supporting special projects requiring workforce analysis.

Scope of Job

Must analyse performance outcomes and implement changes to ensure responsive and timely response to customer needs

Job Requirements

• Relevant work experience considered an acceptable substitute for the education requirement. 

• Progressive workforce management, budget planning, analytical and/or statistical experience preferably in a contact centre environment. 

• Contact centre experience 

• Business Administration, Accounting, Finance, or Math qualification, preferred, not essential.

Competencies

• Process Management

• Measurement of Effectiveness

• Outsourcing

• Customer Support Policies, Standards and Procedures

• Customer Support Service Agreements

• Service Request Management Process

• Customer Support Operations

• Finance Forecast Modelling

Business Overview

Learn more about Fiserv:

Life moves fast. And as it does, we know most people aren’t thinking about "financial services" But we are.

We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.

We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company’s approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.

Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation.

Fiserv welcomes and encourages diversity in our workforce. Fiserv is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin or disability.