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.

Partner with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Center efficiency.

Responsibilities

Partner with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Center efficiency

Support/drive transitioning of new clients

Manage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking.

Manage the WFM Services for the aligned accounts and team for various geographies

Proactive Detection, Alerts and Notifications on Gaps

Responsible and accountable for defining & developing Process Strategy, Tools, & Solutions for delivery of WFM Disciplines (Forecasting, Capacity Planning, Scheduling, Activity Management, Real-time Adherence and Performance Tracking)

Responsible for creative & efficient Workforce solutions to resource constraints

Design and Implement continuous improvement/high impact projects

Benchmark WFM practices, identify gaps and create roadmap to facilitate continual transformation of WFM Services

Facilitate development of WFM employees through effective certifications in WFM University

Work on creating a pipeline of resources to cater to growth in existing accounts as well as on-boarding new clients

Prepare Analysis of data available and present in a format which is easily comprehensible and have key call outsAnalyze business information to identify process improvements for increasing business efficiency and effectiveness

Qualifications

• Bachelor's Degree - Required
• 8 years of experience in .
• Knowledge of Contact Centre methodologies and operational principles Excellent communication skills Thought leadership, Outcome focused Ability to translate strategy and priorities into work product Understands and applies concepts in the field of expertise Strong ownership and can-do attitude, dealing with ambiguity Knowledge of WFM Tools (NICE WFM/Verint/Aspect) Awareness of the Industry trends/ Upcoming technologies which would impact the Contact Center Industry Analytical and Problem-solving ability Knowledge of Contact Center Telephony/IVR and routing platforms Experience in SQL, business intelligence and reporting platforms shall be an added advantage Experience in transitioning projects shall be an added advantage

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.