Strategic Workforce Planning & Optimization Manager

Paychex Deutschland GmbH; City of Rochester (NY); On-site; USD 74,000 - 117,000; Full time

Benefits offered by this job

Medical coverage

Tuition reimbursement

401(k) + employer match

Adoption assistance

Job summary

Paychex Deutschland GmbH seeks a Workforce Management Planning & Strategy Manager to lead the Shared Services organization for multi-channel contact center staffing, forecasting, and real-time monitoring at Paychex. You will optimize service levels, occupancy, and productivity across the workforce.

You will collaborate with finance, HR, and operations, translating strategy into practical planning, leveraging forecasting tools, and guiding staff development while staying current with best

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.
• Forecasting experience preferred.
• Leadership experience preferred.
• Management experience preferred.
• Scheduling experience preferred.
• Communication skills preferred.
• Workforce Planning experience preferred.
• Workforce Management experience preferred.
• Finance experience preferred.
• Project Management experience preferred.
• Knowledge of Genesys preferred.
• Ledger/Billing balancing preferred.
• Statistics knowledge preferred.
• Resource Allocation knowledge preferred.
• Dashboard knowledge preferred.
• KPIs knowledge preferred.

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 to schedule labor resources to meet service demands.
• Collaborate with workforce management staff to deliver data to monitor adherence to policies and address agent performance.
• Develop and maintain internal standard operating procedures for knowledge transfer and continuity.
• Stay informed of external best practices in workforce management technology and provide recommendations for Paychex.
• Recruit, hire, and develop personnel to ensure department goals are met and counsel staff for advancement.

Skills

Forecasting

Leadership

Management

Scheduling

Communication

Workforce Planning

Workforce Management

Finance

Project Management

Genesys

Ledger/Billing

Statistics

Resource Allocation

Dashboard

KPIs

Education

Bachelor's Degree - Preferred

Tools

None specified

Job description

Paychex Deutschland GmbH seeks a Workforce Management Planning & Strategy Manager to lead the Shared Services organization for multi-channel contact center staffing, forecasting, and real-time monitoring at Paychex. You will optimize service levels, occupancy, and productivity across the workforce.

You will collaborate with finance, HR, and operations, translating strategy into practical planning, leveraging forecasting tools, and guiding staff development while staying current with best