Job Type

Full-time

Description

Fully Remote (U.S. Only): This is a fully remote position, allowing you to work from home or location of record within the U.S. with no in-office requirements.? You must be available five days per week during designated work hours.? The work arrangement for this role is subject to change based on business needs and individual performance. This may include adjustments to on-site requirements or schedule expectations, as necessary.?

Position Overview

The Director of Workforce Management serves as a strategic leader and oversees the Workforce Management (WFM) system for Paylocity's contact center. The Senior Manager plays a critical role in working closely with senior operations leadership to drive strategy, influence cross-functional decision-making, and move forward operations and Paylocity objectives. This role provides direction and oversight for a group of analysts responsible for daily operations and providing strategic workforce planning support within all operations including scheduling, real-time management and forecasting.

Responsibilities

The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Own and drive the workforce management strategy, ensuring alignment with organizational objectives, growth plans, customer service goals, and operational performance targets.
• Develop and implement a scalable workforce management model across various industry verticals, optimizing resources across lines of business, products, channels, and geographies.
• Translate workforce data into actionable insights and provide strategic recommendations to operations leadership, providing strategic recommendations that influence resource and staffing allocation.
• Develop and maintain executive-level reporting and workforce analytics that provide actionable insights regarding staffing requirements, capacity risks, customer demand patterns, productivity trends, and operational performance.
• Guide and oversee the day-to-day workforce planning lifecycle activities including forecasting, scheduling, staffing optimization, and workforce analytics
• Provide strategic oversight and mature workforce management tools, ensuring accuracy, efficiency, and compliance with organizational policies.
• Partner with Operations, Finance, Data & Metrics, IT Support to develop integrated workforce solutions that support organizational objectives.
• Ensure efficient alignment of company-wide processes to meet customer support KPIs, monitor scheduling staff effectiveness.
• Provide strategic direction for support center scheduling to meet service level agreements, optimizing staffing levels and adherence to schedules.
• Lead proactive staffing solutions to match workload demands, considering factors like training, attrition, and operational objectives.
• Serve as a liaison with other departments to address staffing-related issues affecting contact center operations.
• Apply analytical skills to look at ACD/WFM tool data and make decisions around staffing and scheduling of staff
• Manage and develop a high-performing team, fostering alignment, transparency, and talent development.
• Ability to travel up to 25%.
• Other duties as assigned.

Education and Experience

• Bachelor's degree in business, management, or related field required.
• 10+ years of contact center workforce management, including forecasting and scheduling solutions like Verint, NICE, Genesys, Avaya or a similar platform.
• 5+ years previous people leadership experience
• Proven experience developing workforce strategies for large-scale, multi-site operations.
• Experience successfully driving cross-functional process improvement initiatives.
• Strong understanding of contact center operations with multiple sites, time zones, queues and skills.
• Demonstrated ability to work in a very fast paced environment, implementing scalable business processes during periods of high growth.
• Advanced analytical and problem-solving capabilities with a proven ability to translate complex data into business decisions.

Physical requirements

• Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
• Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

The base pay range for this position is $125k-175k/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.

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