Remote Director of Workforce Strategy & Analytics

Paylocity

United States

On-site

USD 125,000 - 175,000

Full time

14 days+

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Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Disability insurance

401(k) match

Job summary

Paylocity is seeking a Director of Workforce Management Ops to lead the Workforce Management system for our contact center. You will partner with senior operations leadership to shape strategy, influence cross-functional decisions, and guide analysts in daily operations and strategic planning across scheduling, real-time management, and forecasting.

Responsibilities include developing a scalable WFM model, translating data into insights, and providing executive-level reporting.

Qualifications

Bachelor's degree or higher in a related field.
10+ years in contact center workforce management.
5+ years in people leadership.
Proven experience building workforce strategies for large multi-site ops.
Experience driving cross-functional process improvements.
Strong understanding of contact center ops with multi-site locations.

Responsibilities

Own and drive the WFM strategy aligned with org objectives and KPIs.
Develop scalable WFM model across industries, optimizing resources across lines of business and geographies.
Translate data into insights and provide strategic staffing recommendations.
Develop and maintain executive-level WFM reporting and analytics.
Oversee forecasting, scheduling, staffing optimization and analytics lifecycle.
Provide strategic direction for staff scheduling to meet SLAs and KPIs.
Collaborate with Operations, Finance, IT to build integrated workforce solutions.
Lead a high-performing team and travel up to 25%.