Paychex

Sr Workforce Management Analyst

Job Locations IN-Bengaluru
ID
2024-28063
Category
Customer Service and Support
Position Type
Full-Time
Shift
Third
Work Location Type
Onsite

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 strategic planning of staffing requirements for multichannel environments across the Paychex service organization. Ensure teams supported achieve desired performance and budgetary objectives derived from understood business drivers and customer needs. Provide actionable insights through data gathering and analysis, and present findings to service leaders. Responsibilities include long-term forecasting at least 18 months in advance, staffing analysis and recommendations, documenting return on investments, analyzing and proposing actions that will improve Contact Center performance, serving as a subject matter expert in Workforce Management (WFM) practices, and providing support to WFM team to ensure all short-term and real-time tasks are completed.

Responsibilities

  • Long term planning of each assigned business unit maintaining a rolling 18 month forecast and headcount requirements, In-Chair Occupancy, and Capacity / Staffing Plan across multiple communication channels (phone, email, chat).

  • Prepare and deliver proposals, presentations, and cost benefit analysis for staffing recommendations.

  • Coordinate coverage and completion of intra-day, daily, weekly, and monthly deliverables with short-term and real-time workforce management team members.

  • Update queue and agent settings in Calabrio to align with changes with assigned business units.

  • Maintain skilling matrix for each business unit assigned.

  • Monitor profile requests to ensure forecast/performance impacts are tracked.

  • Work with short-term and real-time workforce management team members to audit skilling, schedule requests, and ongoing task completion on a weekly basis.

  • Serve as subject matter expert to assist with training new employees and assist team members with process questions.

  • Research Workforce Management industry trends and best practices to recommend improvements to processes and procedures.

  • Attend weekly meetings for each business unit assigned and present Capacity Plan on a monthly basis (or as requested).

  • Work with strategic partners to enhance service delivery, drive efficiency, meet KPI and SLA expectations and leverage investments in technology.

  • Other duties as assigned to support the general purpose of the position’s function.
  • Qualifications

    • Bachelor's Degree - Preferred

    • in
    • 3 years of experience in Workforce Management, Long-term forecasting, Staffing Analysis, and Capacity Planning in a multi-channel environment.


    • Possesses strong technical aptitude.

    • Excellent interpretation of complex statistical data.

    • Strong verbal communication and listening skills.

    • Effective interpersonal skills.

    • Excellent collaboration and team building skills.

    • Excellent organizational skills.

    • Ability to lead/manage others.

    • Demonstrates project management skills.

    • Develops and delivers effective presentations.
    • SWPP Certification - Preferred

    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.

    Equal Opportunity Employer

    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.

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