Workforce Management Analyst (Hybrid)

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.

Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!

Position Overview

The Workforce Management Analyst administers the Workforce Management (WFM) system for Paylocity s contact centers. The position is responsible for daily operations and providing strategic workforce planning support within all of operations including scheduling, real-time management, and forecasting. The role analyzes and reports on interaction volumes, productivity, and service levels.

Location: Schaumburg, IL / Lake Mary, FL, Meridian, ID

This position is considered hybrid with the requirement to be in office three days per week.

Primary Responsibilities

Primary responsibilities include monitoring real time and historical staff patterns, forecasting client demand and staff requirements, tool maintenance, create and delivering reports of shrinkage, schedule adherence and other KPIs as needed. This role will work as a WFM subject matter expert analyzing data and customer trends to optimize workforce configuration and maximize capacity.

• Utilize specialized software tools to manage and forecast staffing levels for multiple lines of business (Five9, Excel, etc.)
• Conducts real-time monitoring of queues and skill sets to ensure resources are being utilized to provide optimal service levels to our clients.
• Support multi-channel contact center operations, analyzing all inbound & outbound interactions (phone, email, chat, etc).
• Recommend schedule adjustments based on staffing needs and provide on-demand reporting to determine staffing levels.
• Updates schedules real-time with various requests and offline activities
• Work with Operations management to ensure optimization of schedules across lines of business, time zones, and skills
• Responsible for daily, weekly, and monthly call center reports which highlight call center performance (Call Volume, Service Level, Average Handle Time, Abandon % and Average Speed to Answer)
• Develops strong working relationships within the Operations organization (Client Services, Implementation, Benefits) to ensure efficient and effective problem solving and issue resolution.
• Work closely with the operations team to analyze and help improve their delivery processes
• Work with large, multi-source datasets to curate and synthesize data into actionable, accessible updates and visualizations to communicate findings with stakeholders
• Other duties as assigned

Required:

• High School Diploma or Equivalent
• 3 years of contact center experience analytics or workforce management.
• Experience with standard WFM tools such as Verint, IEX, Avaya etc.
• Understanding of contact center operations with multiple sites and time zones.
• Analytical skills involving, ability to look at ACD/WFM tool data and make decisions around staffing and scheduling of staff
• Ability to work in a fast paced environment with demonstrated time management skills

Preferred:

• Bachelor s degree in business, management or a similar field

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.

We embrace and encourage our employees differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact [email protected]. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.

This role can be performed from any office in the US. The pay range for this position is $50,092 - $76,103/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.