Manager, Workforce Management, Planning & Strategy
About the role
Paychex is reimagining how businesses manage their workforce by bringing payroll, HR, benefits, and advisory services together into a single connected HCM platform. As Paychex and Paycor come together, we're combining innovative technology, data-driven insights, AI, and human expertise to help organizations work smarter, support their people, and achieve better business outcomes. This is an exciting time to join our team as we continue to invest in innovation, simplify client experiences, and shape the future of work. At Paychex, you'll have the opportunity to grow your career, make a meaningful impact, and be part of something bigger as One Paychex.
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.
Skills
- Forecasting
- Leadership
- Management
- Scheduling
- Communication
- Workforce Planning
- Workforce Management
- Finance
- Project Management
- Genesys
- Balancing (Ledger/Billing)
- Statistics
- Resource Allocation
- Dashboard
- Key Performance Indicators (KPIs)
Pay
In 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.
Benefits
- Comprehensive rewards including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, and financial assistance.
- Paid time off, company holidays, culture days, and comprehensive work-life balance programs.
- Award-winning training and development programs for ongoing learning and career growth.
- Company culture that reflects the diversity of our employees and encourages your unique voice.
- Paid time off for volunteerism and company-wide and local initiatives that benefit organizations you care about.