Manager, Workforce Management, Planning & Strategy

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. Overview 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. 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. Qualifications Bachelor's Degree - Preferred 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. Forecasting - Preferred Leadership - Preferred Management - Preferred Scheduling - Preferred Communication - Preferred Workforce Planning - Preferred Workforce Management - Preferred Finance - Preferred Project Management - Preferred Genesys - Preferred Balancing (Ledger/Billing) - Preferred Statistics - Preferred Resource Allocation - Preferred Dashboard - Preferred Key Performance Indicators (KPIs) - Preferred Compensation In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $74,200 - $116,600 annually. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range. 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. What's in it for you? We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more. We value your time: From paid time off to company holidays, culture days, and