OverviewThe Workforce Management Planning & Strategy Manager's primary function is to lead the Shared Services organization for multi-channel contact center staffing, forecasting, and real-time monitoring at Paychex to optimize service level, occupancy, and productivity.
Responsibilities- Translate company strategy into workforce management and planning practices that improve contact center performance and efficiency. Validate findings and solutions with stakeholders including finance, human resources, and service operations.
- Use forecasting and workforce planning tools/applications to find the most cost-effective way to schedule available labor resources to meet fluctuations in service demands.
- Work closely with workforce management staff to deliver actionable, accurate, timely data to monitor adherence to workforce policy and address agent performance to drive occupancy, productivity, and service level attainment.
- Develop and maintain internal standard operating procedures that ensure a consistent transition of knowledge and continuity of support.
- Stay informed of external best practices, including advancements in workforce management technology, and provide recommendations for application at Paychex that lead to successful implementation.
- Recruit, hire, and develop personnel to ensure department goals are met. Evaluate performance and counsel staff for personal and professional advancement through career development, training programs, and other resources, as required.
Qualifications- Bachelor's Degree - Preferred
- 5 years of experience in leading people.
- 5 years of experience in workforce planning and management experience in a large multi-site contact center environment.
- Forecasting - Preferred
- Leadership - Preferred
- Management - Preferred
- Scheduling - Preferred
- Communication - Preferred
- Workforce Planning - Preferred
- Workforce Management - Preferred
- Finance - Preferred
- Project Management - Preferred
- Genesys - Preferred
- Balancing (Ledger/Billing) - Preferred
- Statistics - Preferred
- Resource Allocation - Preferred
- Dashboard - Preferred
- Key Performance Indicators (KPIs) - Preferred
CompensationIn the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $74,200 - $116,600 annually. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range.
Live the Paychex ValuesAct with uncompromising integrity. Provide outstanding service and build trusted relationships. Drive innovation in our products and services and continually improve our processes. Work in partnership and support each other. Be personally accountable and deliver on commitments. Treat each other with respect and dignity. What's in it for you?- We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
- We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.
- We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
- We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
- We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.
Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary.
Not sure if you meet every requirement?
At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.
