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Client Operations Support - Sr Professional - Call Center Insights
Job in
Marietta, Cobb County, Georgia, 30006, USA
Listed on 2026-02-28
Listing for:
Fiserv
Full Time
position Listed on 2026-02-28
Job specializations:
-
IT/Tech
Data Analyst
Job Description & How to Apply Below
* 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*
* Client Operations Support - Sr Professional - Call Center Insights
** About your role:*
* At Fiserv, you will join a team focused on delivering measurable customer experience improvements for our clients and their customers. The Client Care Organization (CCO) seeks a Customer Experience Analyst to implement CX strategies, run regular interaction and data analyses, and translate findings into actionable recommendations that support departmental goals.
** What you'll do:*
* + Execute customer experience (CX) strategies and perform detailed analyses to track performance against departmental objectives.
+ Write and optimize SQL queries and use analytical tools to generate insights from interaction and operational datasets.
+ Create, build and refine call categories ensuring consistent accurate and relevant results
+ Prepare and present findings to internal stakeholders and external clients, representing the Client Care Organization on calls and in meetings.
+ Drive organizational change by leading medium- to long-term initiatives and guiding small project teams to deliver against initiative goals.
+ Produce documentation, communications, and executive-ready presentations that meet corporate and department performance metrics.
+ Manage multiple concurrent projects and maintain project plans while fostering cross-functional relationships across business units.
+ Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
** Experience you'll need to have:*
* + Experience in Verint interaction analytics and workforce engagement for CX measurement and reporting.
+ Advanced experience in Microsoft Excel including VLOOKUP, Power Query, Pivot Tables, and advanced formulas for dataset analysis.
+ Experience in Microsoft PowerPoint for preparing executive-level presentations and client-facing slide decks.
+ Experience in CRM or support platforms (e.g., Salesforce Service Cloud, Zendesk)
+ Bachelor's degree or 4+ years of equivalent combination of educational background, related experience, and/or military experience.
** Experience that would be great to have:*
* + Experience in Power BI or Tableau for visualization and reporting.
+ Experience in SQL for querying, joining, and transforming large interaction and transactional datasets.
+ Experience performing statistical analysis or scripting with Python or R for advanced analytics.
+ Familiarity with VoC metrics and frameworks such as NPS, CSAT, CES, and root-cause analysis.
+ Prior exposure to contact center telemetry and telephony integrations (e.g., CTI) and APIs.
+ Practical knowledge of data governance, data quality practices, and handling sensitive customer data.
** How you'll work:*
* + This role is on-site Monday through Friday at one of our call center locations in Hagerstown, MD, Omaha, NE, Coral Springs, FL or Alpharetta, GA, Marietta, GA. 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.
+ This role requires the use of a computer and audio equipment.
+ This is a full-time, first shift position.
** 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 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 used for rewards
+ Eight Employee Resource Groups to foster a collaborative culture
+ Unparalleled professional growth with training, development, and internal mobility opportunities
+ Retirement planning and discounted shares with the Employee Stock Purchase Plan
+ Medical, dental, vision, life, and disability insurance options available day one
+ Tuition assistance and reimbursement program
+ Paid parental, caregiver, and military leave
** Salary Range:*
* $54,000.00-$72,000.00
These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.
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