Senior Workforce Planning Manager

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 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.