Workforce Management Analyst

Paylocity is an equal opportunity employer.
Many companies offer payroll and human capital management (HCM) solutions, but Paylocity takes technology to the next level. We've evolved beyond HCM to a next-generation employee experience platform. With uniquely designed solutions to help companies engage employees, we've changed how and where work gets done and created a personalized work environment. Join Paylocity as we continue to transform the future of technology!
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.
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.
Primary Responsibilities:

• The Workforce Management Analyst is responsible for monitoring real time and historical staff patterns, forecasting client demand and staff requirements, tool maintenance, creating and delivering reports of shrinkage, scheduling 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.
• Work with Operations management to ensure optimization of schedules
• 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.

Requirements:

• High school diploma or GED
• Minimum 2-3 years of contact center analytics or workforce management experience
• Previous experience using workforce management tools (Five9, Verinit, IEX, Kronos, EWFM)

Preferred Skills:

• Bachelor's degree in business, management, or similar field
• Previous experience in multi-site contact center with multiple time zones

Soft Skills:

• Strong initiative and self-direction
• Strong analytical skills
• Ability to communicate effectively to Operations leadership
• Ability to review workforce management data and make decisions around staffing
• Demonstrated success working in a very fast-paced environment
• Strong time management skills

EEO and accessibility Statement
Paylocity is an equal opportunity employer.
Paylocity is committed to the full inclusion of all individuals. 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 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.