Manager, Workforce Strategy & Forecasting

Paychex; Phoenix (AZ); On-site; USD 74,000 - 117,000; Full time

Benefits offered by this job

Medical coverage

401(k) match

Tuition reimbursement

Paid time off

Job summary

Paychex is reimagining how businesses manage their workforce by delivering payroll, HR, benefits, and advisory services in a single connected HCM platform. The Workforce Management Planning & Strategy Manager leads the Shared Services contact center staffing, forecasting, and real-time monitoring to optimize service levels and occupancy.

Responsibilities include translating strategy into workforce practices, using forecasting tools to schedule labor, and delivering timely data to monitor policy

Qualifications

• Bachelor's Degree preferred.
• 5 years of experience in leading people.
• 5 years of experience in workforce planning and management in a large multi-site contact center environment.
• Forecasting and workforce planning experience preferred.
• Knowledge of KPIs, dashboards, and analytics preferred.

Responsibilities

• 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 resources to meet fluctuations in service demands.
• Collaborate with workforce management staff to provide actionable data to monitor adherence to policy and address performance to improve occupancy, productivity, and service levels.
• Develop and maintain internal standard operating procedures to ensure knowledge transfer and continuity of support.
• Stay informed of external best practices in workforce management and recommend implementations for Paychex.
• Recruit, hire, and develop personnel to meet department goals; evaluate performance and coach staff for growth.

Skills

Leadership

Forecasting

Scheduling

Communication

Project Management

Finance

Statistics

KPIs

Dashboard

Resource Allocation

Billing

Education

Bachelor's Degree - Preferred

Tools

Genesys

Job description

Paychex is reimagining how businesses manage their workforce by delivering payroll, HR, benefits, and advisory services in a single connected HCM platform. The Workforce Management Planning & Strategy Manager leads the Shared Services contact center staffing, forecasting, and real-time monitoring to optimize service levels and occupancy.

Responsibilities include translating strategy into workforce practices, using forecasting tools to schedule labor, and delivering timely data to monitor policy