Workforce Operations Support Specialist - Olympia, United States - Fiserv

Fiserv Olympia, United States

2 weeks ago

Description

Workforce Operations Support Specialist page is loaded
Workforce Operations Support Specialist

Workforce Operations Support Specialist
locationsLiberty Lake, WashingtonHagerstown, MarylandCoral Springs, FloridaHagerstown, MarylandCoral Springs, Florida

time typeFull time

posted onPosted Yesterday

job requisition idR

Job Title
Workforce Operations Support Specialist
Job Purpose

In this role, you will handle all aspects of workforce management including:
Accurate Call Forecasting- +/- 10%
Recognizing trends and taking effective action to mitigate queue spikes or staffing issues
Managing associate behaviors in a professional and effective manner to gain positive results for queue and associate
Data entry, ensuring efficiency and accuracy at all times
Partnering with leadership
Providing clear and concise data needed by business partners and peers
Solving complex issues and analyzing data
Building accurate forecasting and data analysis using your great Excel skills

You can expect to:
Optimize breaks and lunches as part of scheduling.
Work with workforce team and management on shift bids, holiday scheduling and vacation

planning.
Review occupancy versus availability to ensure balance.
Provide recommendations for the best times for off phone activities.
Handle adherence keying (training, quality, meetings, events, absenteeism, etc.)
Post associate schedules.
Answer sick lines, document calls and track.
Monitor the queues throughout the day and make any adjustments need to support the call volume.
Ensure volumes are allocating correctly and SLAs are being met between Spokane and Coral Springs.
Make recommendations on voluntary overtime and voluntary time off within the site based on the days activities and shrinkage.
Use Excel formatting and NICE data to provide accurate forecasting and trending
Provide advance forecasting and recommendations to line of business leadership
Hold weekly meetings with leaders to share data and suggested staffing changes/needs to accommodate call trends
Provide twice daily queue updates for vendor reporting

Basic Qualifications for Consideration:
High School Diploma or equivalent
Experience with Workforce Management tools
At least one year of Workforce experience in a contact center
2+ years working with Excel

Preferred qualifications:
Experience with NICE and WFM (Workforce Management)
3+ years of experience in workforce management forecasting and scheduling
Experience with contact center workforce management tools and theories
2 years of quantitative and analytical experience

Learn more about Fiserv:
To support the total well-being of our associates, Fiserv takes a broad approach to our benefits.

We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options.

We are #FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.
Life moves fast. And as it does, we know most people arent 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.

Were 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 companys 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 Worlds Most Admired Companies for the eighth consecutive

year, we are committed to excellence and purposeful innovation.
We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Explore the possibilities of a career with Fiserv and Find Your Forward with us.
This role is not eligible to be performed in Colorado.
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).

Fiserv is an Equal Employment Opportunity Employer, and it is the Companys policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.

In order to protect our Fiserv community, Fiserv requires all newly hired employees to be fully vaccinated before their start date.

Proof of vaccination will be a condition to hiring. Fiserv complies with all applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs.

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