Job Description

About Us: Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture. Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential. Overview: Responsible for the planning and execution of resource allocation strategies to meet staffing needs through the application of workforce management (WFM) methodologies. Provides 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 of real-time, intra-day, daily, weekly, and monthly deliverables including short-term forecasts, schedules, reporting, and monitoring of customer interaction performance and adherence.

• Partner with staff, leaders, and peers to identify business opportunities based on analysis of workforce management reports. Translate the forecast into actionable plans across multiple communication channels.
• Work with strategic partners to enhance service delivery, drive efficiency, meet KPI and SLA expectations and leverage investments in technology.
• Monitors real-time queue and adherence to ensure service level and response time objectives are met. Evaluate peaks in customer interaction volume to troubleshoot and respond to fluctuations.
• Conduct weekly meetings with supported teams, to review weeks schedules, outline needs for staffing, receive any current information, and coordinate effective communication between WFM, front-line leadership and strategic partners such as Quality, Training, Finance, and Talent Acquisition.
• Generate and analyze reports to update management regarding performance, shrink, agent adherence / occupancy, and productivity. Provide recommendations for ongoing improvement and enhanced resource utilization.
• Perform updates to agent profiles, skilling, schedules, etc. Maintain accurate data within Workforce Management system. Update long-term forecasting and capacity plans as applicable. Track data points such as attrition, new hire readiness, and leaves of absence to drive forecast accuracy. Ensure all changes are completed within SLA .
• Maintain documentation of special / seasonal events and the impact to service centers. Track system downtime, existing support issues and unexpected customer volume to incorporate into future planning.
• Coordinate PTO, overtime and absence request processes to balance personnel needs and staffing needs.
• Ensures maximum utilization of existing technologies to support efficient distribution of customer interactions and use of staff.
• Maintain and update procedural documentation to ensure accurate and standardized processes are being followed across the team.
• Serve as subject matter expert to assist with training new employees and assist team members with process questions

Qualifications:

• Associate's Degree - Preferred
• 2 years of experience in Contact Center Operations.
• 2 years of experience in Workforce Management and/ or Planning.

Live the Paychex Values: * Act with uncompromising integrity.

• Provide outstanding service and build trusted relationships.
• Drive innovation in our products and services and continually improve our processes.
• Work in partnership and support each other.
• Be personally accountable and deliver on commitments.
• Treat each other with respect and dignity.

Not sure if you meet every requirement?:
At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.
Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.

Skills Required