Job TitleForecasting & Capacity Planner
About your role:As a Forecasting and Capacity Planner, you will develop demand forecasts, staffing models and capacity plans that help Workforce Management align resources with operational and client needs. You will partner with Operations, Finance, Talent Acquisition, Training and Vendor Management to evaluate workload trends, service targets and staffing assumptions. Your work will support service performance, cost planning and informed business decisions.
What you'll do:- Develop short-, mid- and long-term forecasts for customer contact volumes, workload demand and staffing needs.
- Analyze historical trends, seasonality, business initiatives, client growth and operational drivers to improve forecast accuracy.
- Translate demand forecasts into staffing requirements using average handle time, shrinkage, occupancy, service level targets, attrition and productivity assumptions.
- Create hiring, cross-training, vendor and resource allocation recommendations that support service performance and operational goals.
- Identify capacity risks and recommend mitigation plans that help leaders maintain service levels and manage cost impacts.
- Support annual operating plan development, budgeting and long-range workforce planning through workforce models and scenario analysis.
- Prepare workforce analysis, reporting and presentations that summarize forecast accuracy, staffing efficiency and operational performance for leadership review.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you'll need to have:- 6+ years of experience in workforce management, forecasting, capacity planning, operations analytics or related operational planning functions.
- 6+ years of experience building demand forecasts, staffing models or capacity plans using workforce drivers such as average handle time, shrinkage, occupancy, service levels, attrition and productivity.
- 6+ years of experience analyzing operational data, measuring forecast accuracy and presenting recommendations to business leaders.
- 4+ years of experience using Microsoft Excel to develop models, analyze data and summarize workforce planning insights.
- Bachelor's degree or higher in Business, Finance, Mathematics, Statistics, Operations Management or related field or equivalent combination of education, related experience and/or military experience.
Experience that would be great to have:- Experience with workforce management platforms such as NICE WFM, Verint, Aspect, Calabrio or Genesys.
- Experience using Power BI or similar reporting tools to create dashboards, visualizations and recurring operational reports.
- Experience supporting new client implementations, business changes or vendor capacity planning.
- Experience applying forecasting methodologies in a contact center or operations environment.
How you'll work:- This role is on-site Monday through Friday. 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.
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 including 401k match and discounted shares with the Employee Stock Purchase Plan.
- Tuition assistance and reimbursement program.
- Paid parental and military leave.
This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Massachusetts, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island, Vermont, Virginia, Maine or Washington.
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.
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).
