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Responsibilities"The 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.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 required
5 years of experience in workforce planning and management experience in a large multi-site contact center environment
Ability to influence internal and/or external constituents.
Possesses flexibility to work in a fast paced, dynamic environment.
Experience leading large-scale projects including those with deliverables with high visibility to senior leaders.
"Paychex is committed to ensuring equal employment opportunities without regard to race, ethnicity, color, national origin, religion, creed, sex, pregnancy, veteran status, age, marital status, sexual preference, gender identity, disability, genetic information, or any other legally protected characteristic. We will make reasonable accommodations for individuals requiring them in accordance with applicable federal and state laws. To request an accommodation during the application process, please contact (585) 385-6666.
