Manager Customer Service - Workforce Operations

Fiserv   •  

Phoenix, AZ

Industry: Professional, Scientific & Technical Services


5 - 7 years

Posted 46 days ago

What does a great Manager Customer Service - Workforce Operations do?This position is a critical leader supporting Fiserv’s customer service organization. This represents 4 physical locations, and approximately 1300 front line agents. You will be responsible for end-to-end ownership of Workforce Operations’ Real-Time command centers. The position can be located in Phoenix, AZ, Hickory, NC or Dublin, OH. You will lead a team of approximately 12 associates located in three centers. The position will take a monthly hand off of forecasted and scheduled plans and manage all near term and real-time activities. You will have your finger on the pulse of the business and direct work and agent activity while reacting to changes in the real-time environment. This is a fast-moving and dynamic position…. not for the faint hearted. You will be exposed to the end-to-end operations and interact regularly with senior leaders of the organization. The position requires a deep understanding of WFM tools and metrics, and understand contact center dynamics and how those things intersect. You will blend strategic intent with tactical activity to achieve departmental goals. You will focus on operational efficiencies and effectiveness, and drive a healthy tension between front line operations and the workforce management team. You will operate across a broad set of relationships that will require excellent communication skills. Travel will be no more than 15% of time. For the right person this job will be an exciting and meaningful opportunity.

Basic Qualifications for Consideration:

  • 5 years prior management experience.
  • 2-4 years of direct workforce management experience.
  • Solid understanding or workforce management and contact center operations.
  • Proven leadership experience.
  • Proven analytical experience.
  • Ability to work in fast moving environment.
  • Travel 15%.

Preferred Skills, Experience, and Education:

  • College degreepreferred
  • Experience with NICE WFM (IEX) preferred.
  • Experience with Excel, Word & PowerPoint

    Job ID R-10103860