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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
- Associates 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 requirementAt Paychex, we know that great talent comes in many forms. If youre passionate about the role but dont 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 that fosters a workplace culture of Diversity, Equity, & Inclusion. Our valued employees and commitment to DEI are the essence of our internal and external success.
