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OverviewSupervise the SMB workforce management team including scheduling & forecasting system(s), quality assurance, call routing, service level management, real time management and business continuity. Ensure consistency of processes, optimization of systems and achievement of performance metrics.ResponsibilitiesEnsures a daily, weekly & monthly reporting to the Management teams which would include key indicators such as call drivers, handle time and forecast comparisons, all media QA results, day of week comparisons, absenteeism trending, as well as other unique behaviors and drivers. Ensure monitoring of all call activities on various queues & media’s and make necessary staffing adjustments to meet Service Level Agreements (SLAs).
Drive real time strategies including skilling, shrinkage utilization, as well as partner with operations to drive representative behaviors especially around call handling.
Leads Workforce Management team, drives consistency, best practices, and provide tactical guidance. Acts as the workforce management advocate for Operations Management; communicating staff plans, improvement opportunities and workforce initiatives.
Coordinate with local leadership teams to schedule offline activities to balance queue strength while also ensuring the uncompromised client experience.
Coaches and mentor’s direct reports to optimize performance, ensure growth and development of skills/talent.
Recommends and supports the development of policies and procedures for the Workforce Management Team.
Other duties as assigned to support the general purpose of the position’s function.
QualificationsBachelor's Degree - Required
2 years of experience in Workforce Management and/or Workforce Management Leadership.
1 year of experience in Prior leadership.
Demonstrates problem solving skills.
Strong verbal communication and listening skills.
Demonstrates written communication skills.
Effective interpersonal skills.
Excellent collaboration and team building skills.
Possesses strong technical aptitude.
Ability to lead/manage others.
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.
