Head of Workforce Strategy & Planning, Contact Center

Paychex; Cincinnati (OH); Sur place; USD 74 000 - 117 000; Plein temps

Avantages offerts par ce poste

Medical coverage

401(k) match

Tuition reimbursement

Paid time off

Work-life balance programs

Résumé du poste

Paychex is seeking a Workforce Management Planning & Strategy Manager to lead the Shared Services organization for multi-channel contact center staffing, forecasting, and real-time monitoring at Paychex. The role aims to optimize service level, occupancy, and productivity.

Responsibilities include translating strategy into WM practices, using forecasting tools, and delivering data-driven insights to improve performance across finance, HR, and operations.

Qualifications

• Bachelor’s degree preferred; 5+ years leading people.
• 5 years in workforce planning and large multi-site contact centers.
• Experience with forecasting and scheduling.

Responsabilités

• Translate company strategy into workforce management and planning practices that improve contact center performance and efficiency.
• Use forecasting and workforce planning tools/applications to schedule labor to meet fluctuations in service demands.
• Deliver actionable, accurate 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 for knowledge transfer and continuity of support.
• Stay informed of external best practices in workforce management technology and recommend applications for Paychex implementation.
• Recruit, hire, and develop personnel to ensure department goals are met; evaluate performance and counsel staff.

Connaissances

Leadership

Forecasting

Scheduling

Communication

Workforce Planning

Workforce Management

Finance

Project Management

Genesys

Ledger Balancing

Statistics

Resource Allocation

Dashboard

KPIs

Formation

Bachelor's Degree - Preferred

Outils

Genesys

Description du poste

Paychex is seeking a Workforce Management Planning & Strategy Manager to lead the Shared Services organization for multi-channel contact center staffing, forecasting, and real-time monitoring at Paychex. The role aims to optimize service level, occupancy, and productivity.

Responsibilities include translating strategy into WM practices, using forecasting tools, and delivering data-driven insights to improve performance across finance, HR, and operations.