Strategic Workforce Planning & Management Lead

Paychex; High Point (NC); On-site; USD 74,000 - 117,000; Full time

Benefits offered by this job

Medical coverage

401(k) with employer match

Tuition reimbursement

Adoption assistance

Job summary

Paychex is seeking a Workforce Management Planning & Strategy Manager to lead the Shared Services organization for multi-channel contact center staffing, forecasting, and real-time monitoring in Paychex to optimize service level, occupancy, and productivity.

In this role you will translate strategy into WFM practices, partner with finance, HR, and operations, and drive data-informed decisions that improve efficiency and performance across locations.

Qualifications

• Bachelor's degree preferred
• 5 years leading people
• 5 years workforce planning experience in large multi-site contact center
• Forecasting is preferred
• Leadership is preferred
• Management is preferred
• Scheduling is preferred
• Communication is preferred
• Workforce Planning is preferred
• Workforce Management is preferred
• Finance is preferred
• Project Management is preferred
• Genesys is preferred
• Billing is preferred
• Statistics is preferred
• Resource Allocation is preferred
• Dashboard is preferred
• KPIs is preferred

Responsibilities

• Translate company strategy into workforce management and planning practices to improve contact center performance and efficiency. Validate findings with stakeholders including finance, HR, and service operations.
• Use forecasting and workforce planning tools to schedule labor resources to meet service demand fluctuations.
• Work with workforce management staff to deliver actionable, timely data to monitor adherence to policy and address agent performance to drive occupancy, productivity, and service level.
• Develop and maintain standard operating procedures to ensure knowledge transfer and continuity of support.
• Stay informed of best practices in workforce management technology and provide recommendations for Paychex implementations.
• Recruit, hire, and develop personnel to meet department goals; evaluate performance and counsel staff for career development.

Skills

Forecasting

Leadership

Management

Scheduling

Communication

Workforce Planning

Workforce Management

Finance

Project Management

Genesys

Billing

Education

Bachelor's Degree

Tools

Genesys

Job description

Paychex is seeking a Workforce Management Planning & Strategy Manager to lead the Shared Services organization for multi-channel contact center staffing, forecasting, and real-time monitoring in Paychex to optimize service level, occupancy, and productivity.

In this role you will translate strategy into WFM practices, partner with finance, HR, and operations, and drive data-informed decisions that improve efficiency and performance across locations.