Workforce Management Operations Specialist
7 days ago
About Paychex: A leading provider of integrated human capital management solutions.
Our company offers a range of innovative software-as-a-service technology and mobility platform to empower small- and medium-sized business owners.
- We are based in the USA, with our headquarters in Rochester, New York.
- Founded in 1971, we have over 50 years of industry expertise.
- We specialize in human capital management solutions for HR, payroll, retirement plans, employee benefits, and business insurance.
- We are the largest HR company for small to medium-sized businesses and a market leader in the U.S.
- We have revenue of $4.1 billion and serve over 710,000 clients across more than 100 locations in the U.S. and Europe.
- We pay 12 million workers, one out of every 12 American private sector employees.
- We have around 15,000 Paychex employees, with 500 of them located in India.
Job Description:
Key Responsibilities- Develop and execute resource allocation strategies to meet staffing needs through workforce management methodologies.
- Provide multi-level forecasting, scheduling, reporting, real-time monitoring, and trend analysis support to ensure frontline representatives deliver exceptional customer service.
Responsibilities:
Coordinate Coverage and Completion- Ensure real-time, intra-day, daily, weekly, and monthly deliverables are completed, including short-term forecasts, schedules, reporting, and monitoring of customer interaction performance and adherence.
- Identify business opportunities based on analysis of workforce management reports and translate forecasts into actionable plans across multiple communication channels.
- Collaborate with strategic partners to drive efficiency, meet KPI and SLA expectations, and leverage investments in technology.
- Track real-time queue and adherence to ensure service level and response time objectives are met, and evaluate peaks in customer interaction volume to troubleshoot and respond to fluctuations.
- Conduct weekly meetings with supported teams to review schedules, outline staffing needs, receive current information, and coordinate effective communication between WFM, front-line leadership, and strategic partners.
- Generate and analyze reports to update management regarding performance, shrink, agent adherence/occupancy, and productivity, and provide recommendations for ongoing improvement and enhanced resource utilization.
Requirements:
- Preferred degree required.
- At least 2 years of experience in contact center operations.
- At least 2 years of experience in workforce management and/or planning.
- Possesses strong technical aptitude.
- Excellent organizational skills.
- Excellent interpretation of complex statistical data.
- Demonstrates analytical skills.
- Strong verbal communication and listening skills.
$60,000 - $80,000 per year, depending on location and experience.
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