Manager, Workforce Management, Planning & Strategy

Paychex•City of Rochester, NY

About The Position

The Workforce Management Planning & Strategy Manager's primary function is to lead the Shared Services organization for multi-channel contact center staffing, forecasting, and real-time monitoring at Paychex to optimize service level, occupancy, and productivity. Paychex is reimagining how businesses manage their workforce by bringing payroll, HR, benefits, and advisory services together into a single connected HCM platform. As Paychex and Paycor come together, we're combining innovative technology, data-driven insights, AI, and human expertise to help organizations work smarter, support their people, and achieve better business outcomes. This is an exciting time to join our team as we continue to invest in innovation, simplify client experiences, and shape the future of work. At Paychex, you'll have the opportunity to grow your career, make a meaningful impact, and be part of something bigger as One Paychex.

Requirements

5 years of experience in leading people.
5 years of experience in workforce planning and management experience in a large multi-site contact center environment.

Nice To Haves

Bachelor's Degree
Forecasting
Leadership
Management
Scheduling
Communication
Workforce Planning
Workforce Management
Finance
Project Management
Genesys
Balancing (Ledger/Billing)
Statistics
Resource Allocation
Dashboard
Key Performance Indicators (KPIs)

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.