Manager, Workforce Management, Planning & Strategy

Paychex; City of Rochester (NY); On-site; USD 74,000 - 117,000; Full time

Benefits offered by this job

Medical coverage

401(k) + employer match

Tuition reimbursement

Paid time off

Wellness programs

Job summary

Paychex in Rochester, NY, is seeking a senior Workforce Management leader to translate strategy into efficient practices, forecast demand, and optimize staffing across a multi-site contact center. You will collaborate with finance, HR, and service operations to validate solutions and drive performance.

The role focuses on forecasting, scheduling, and developing personnel, with ongoing exposure to best practices and technology in workforce management.

Qualifications

• Bachelor's degree preferred.
• 5+ years leading people.
• 5+ years workforce planning in a large multi-site contact center environment.
• Genesys experience is a plus.
• Strong forecasting and scheduling knowledge.

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.

Skills

Leadership

Forecasting

Scheduling

Workforce Planning

Communication

Project Management

Finance

Education

Bachelor's Degree

Tools

Genesys

Job description

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.

Overview

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.
• Forecasting - Preferred
• Leadership - Preferred
• Management - Preferred
• Scheduling - Preferred
• Communication - Preferred
• Workforce Planning - Preferred
• Workforce Management - Preferred
• Finance - Preferred
• Project Management - Preferred
• Genesys - Preferred
• Balancing (Ledger/Billing) - Preferred
• Statistics - Preferred
• Resource Allocation - Preferred
• Dashboard - Preferred
• Key Performance Indicators (KPIs) - Preferred

Compensation

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.

Live the Paychex Values

• Act with uncompromising integrity.
• Provide outstanding service and build trusted relationships.
• Drive innovation in our products and services and continually improve our processes.
• Work in partnership and support each other.
• Be personally accountable and deliver on commitments.
• Treat each other with respect and dignity.

What's in it for you?

• We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
• We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.
• We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
• We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
• We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.

Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary.

Not sure if you meet every requirement? At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.

Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.