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.

The Workforce Management (WFM) Specialist is responsible for ensuring optimal staffing levels and efficient resource allocation to meet business objectives. This role involves forecasting, scheduling, and reporting to support operational performance and service level goals.

• Develop and maintain accurate short-term and long-term forecasts for call volume, workload, and staffing needs.
• 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.
• Create and manage agent schedules to align with forecasted demand and service level targets.
• Monitor real-time performance and adherence, making intraday adjustments as needed.
• Analyze historical data and trends to improve forecasting accuracy and scheduling efficiency.
• Collaborate with operations, HR, and training teams to plan for new hires, training classes, and other off-phone activities.
• Maintain documentation of special / seasonal events and the impact to service centers.
• Generate and distribute daily, weekly, and monthly reports to the Stack holders.
• Identify and recommend process improvements to enhance workforce efficiency and customer experience.
• Collaborate with senior leadership to align workforce plans with business growth, seasonal trends, and strategic initiatives
• Ready to take on Adhoc requests whenever needed by the stack holders.
• Mentor a team of RTA analysts and provide coaching, feedback, and development opportunities.

 

• Bachelor’s Degree
• 5 plus years of experience in Workforce Management
• Excellent Advance Excel Knowledge
• Familiarity with SQL
• Strong verbal and written communication
• Experience in Capacity Planning, Forecasting, and Scheduling
• Good to have – Excel certification, SWPP Certification

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.

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.