Director Workforce Management Ops
Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.
About the role
The Director of Workforce Management serves as a strategic leader and oversees the Workforce Management (WFM) system for Paylocity’s contact center. This role plays a critical part in working closely with senior operations leadership to drive strategy, influence cross-functional decision-making, and advance operations and Paylocity objectives. The position provides direction and oversight for a group of analysts responsible for daily operations and strategic workforce planning support, including scheduling, real-time management, and forecasting.
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.
Responsibilities
- 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, influencing 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, and 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, and optimize staffing levels to meet service level agreements.
- 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 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.
- Travel up to 25%.
- Other duties as assigned.
Requirements
- 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 of 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, including using multiple software programs and inquiries simultaneously.
Pay
The base pay range for this position is $125,000–$175,000 per year. Base pay offered may vary depending on job-related knowledge, skills, and experience. This position is also eligible for an annual bonus and restricted stock unit grant based on individual performance, in addition to a full range of benefits.
Benefits
- Medical, dental, and vision insurance.
- Life and disability insurance.
- 401(k) match.
- Perks that support you, your family, and your finances.
- Career development opportunities.