Remote Director, Workforce Strategy & Analytics

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

Job summary

Paylocity is seeking a Director of Workforce Management to lead the WFM strategy for our contact center, partnering with senior operations to drive forecasting, scheduling and staffing across multi-site operations.

You will develop scalable models, produce executive analytics, and guide a team of analysts with a focus on accuracy, efficiency and cross-functional collaboration. This role may require travel up to 25% and offers a comprehensive benefits package.

Qualifications

• Bachelor’s degree in business, management, or related field.
• 10+ years of contact center workforce management experience.
• 5+ years of people leadership experience.
• 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 and skills.

Responsibilities

• Own and drive the workforce management strategy aligned with organizational objectives and targets.
• Develop and implement scalable WFM models across variations in verticals, geographies, and channels.
• Translate workforce data into actionable insights and strategic recommendations for operations leadership.
• Develop executive-level reporting and analytics on staffing, capacity risks, and demand patterns.
• Guide day-to-day planning activities including forecasting, scheduling, staffing optimization, and analytics.
• Provide strategic oversight for WFM tooling, ensuring accuracy, efficiency and policy compliance.
• Partner with Operations, Finance, Data & Metrics, IT to develop integrated workforce solutions.
• Ensure alignment of processes to meet KPIs and optimize scheduling effectiveness.
• Lead staffing decisions to match workload, considering training and attrition.
• Travel up to 25%.
• Other duties as assigned.

Skills

Analytical thinking

Leadership

Forecasting and scheduling

Cross-functional collaboration

Data-driven decision making

Staffing optimization

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 to lead the WFM strategy for our contact center, partnering with senior operations to drive forecasting, scheduling and staffing across multi-site operations.

You will develop scalable models, produce executive analytics, and guide a team of analysts with a focus on accuracy, efficiency and cross-functional collaboration. This role may require travel up to 25% and offers a comprehensive benefits package.