Director of Workforce Strategy & Analytics (Remote)

Paylocit; United States; On-site; USD 125,000 - 175,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) match

Job summary

Paylocity is seeking a Director of Workforce Management Operations to lead the WFM system for our contact center, partnering with senior operations to shape strategy and drive performance across scheduling, forecasting, and analytics.

You will manage a team of analysts, deliver executive reporting, and collaborate with Finance, IT, and Ops to align processes with service KPIs; travel up to 25%.

Qualifications

• Bachelor's degree in business, management, or related field.
• 5+ years previous people leadership experience.
• 10+ years of contact center workforce management experience including forecasting and scheduling.
• Proven experience developing workforce strategies for large-scale, multi-site operations.
• Experience driving cross-functional process improvement initiatives.
• Strong understanding of contact center operations with multiple sites, time zones, queues and skills.
• Advanced analytical and problem-solving capabilities with ability to translate data into decisions.
• Experience with Five9 is a plus.

Responsibilities

• Own and drive the workforce management strategy aligned with organizational objectives.
• Develop and implement scalable WFM model across verticals and geographies.
• Translate workforce data into actionable insights for operations leadership.
• Maintain executive-level reporting and analytics on staffing, capacity, and performance.
• Oversee day-to-day WFM lifecycle: forecasting, scheduling, staffing optimization, analytics.
• Provide strategic oversight and mature WFM tools, ensuring accuracy and compliance.

Skills

Workforce planning

Analytics

Leadership

Cross-functional collaboration

Communication

Adaptability

Education

Bachelor's degree in business, management, or related field

Tools

Verint

NICE

Genesys

Avaya

Five9

Job description

Paylocity is seeking a Director of Workforce Management Operations to lead the WFM system for our contact center, partnering with senior operations to shape strategy and drive performance across scheduling, forecasting, and analytics.

You will manage a team of analysts, deliver executive reporting, and collaborate with Finance, IT, and Ops to align processes with service KPIs; travel up to 25%.