Workforce Manager

at Fiserv in Liberty Lake, Washington, United States

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 Manager

What does a Workforce Manager do?

You will manage a team of workforce analysts who support a call center for Fiserv's largest client. Providing excellent service and meeting all contractual service level requirements is key to the success of Fiserv and our key bank relationship. You'll supervise/coach the team, review all data for accuracy and trends, work closely with internal and external partners to ensure alignment with all goals, provide daily reporting for client and LOB, and lead process improvement for the team.

What you will do:

+ Work closely with key partners (Call Center, Bank Partners, LOB leaders across Fiserv) to maximize revenue, minimize expenses and increase overall portfolio profitability and customer satisfaction.

+ Lead and/or play key role in in projects.

+ Be a liaison for our bank partners regarding SLA reporting and processing of requests for reporting updates/changes.

+ Aligning business goals with associate/client needs to create win/win situation.

+ Reduce client effort through a sincere focus on process improvements and associate empowerment.

+ Ensure alignment and satisfaction of key bank partners through liaison work

What you need to have:

+ High school diploma or associate degree

+ 3 plus years of Workforce call center leadership/managerial experience

+ Experience in data/analytics as it pertains to call center Workforce functions.

+ Experience successfully leading a team.

What would be great to have:

+ Bachelor's degree or 5 plus years workforce call center leadership experience

+ Proficient with NICE

+ Merchant Services industry experience

+ Negotiation experience

+ Strong analytical skills to enable fact-based decision making

+ Experience in managing and leading teams located in multiple sites and/or remote work environment.

Experience with project development and implementation

Salary Range

$70,600.00 - $125,000.00

These pay ranges apply to employees in Colorado and Washington. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.

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).

What you should know about us:

Fiserv is a global fintech leader with 40,000-plus (and growing) associates proudly serving clients in more than 100 countries. As a FORTUNE 500 company, one of Fast Company's Most Innovative Companies, and a top scorer on Bloomberg's Gender-Equality Index, we are committed to excellence and purposeful innovation.

Our commitment to Diversity and Inclusion:

Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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 business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won't ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won't send you a check to cash on Fiserv's behalf.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local FBI field office or to the FBI's Internet Crime Complaint Center.