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Workforce Management Analyst
full-time•Bangalore South
About this role
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 the planning and execution of resource allocation strategies to meet staffing needs through the application of workforce management (WFM) methodologies. Provides multi-level forecasting, scheduling, reporting, real-time monitoring and trend analysis support to ensure frontline representatives deliver exceptional customer service.
Responsibilities
- Coordinate coverage and completion of real-time, intra-day, daily, weekly, and monthly deliverables including short-term forecasts, schedules, reporting, and monitoring of customer interaction performance and adherence.
- 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.
- Work with strategic partners to enhance service delivery, drive efficiency, meet KPI and SLA expectations and leverage investments in technology.
- Monitors real-time queue and adherence to ensure service level and response time objectives are met. Evaluate peaks in customer interaction volume to troubleshoot and respond to fluctuations.
- Conduct weekly meetings with supported teams, to review weeks schedules, outline needs for staffing, receive any current information, and coordinate effective communication between WFM, front-line leadership and strategic partners such as Quality, Training, Finance, and Talent Acquisition.
- Generate and analyze reports to update management regarding performance, shrink, agent adherence / occupancy, and productivity. Provide recommendations for ongoing improvement and enhanced resource utilization.
- Perform updates to agent profiles, skilling, schedules, etc. Maintain accurate data within Workforce Management system. Update long-term forecasting and capacity plans as applicable. Track data points such as attrition, new hire readiness, and leaves of absence to drive forecast accuracy. Ensure all changes are completed within SLA .
- Maintain documentation of special / seasonal events and the impact to service centers. Track system downtime, existing support issues and unexpected customer volume to incorporate into future planning.
- Coordinate PTO, overtime and absence request processes to balance personnel needs and staffing needs.
- Ensures maximum utilization of existing technologies to support efficient distribution of customer interactions and use of staff.
- Maintain and update procedural documentation to ensure accurate and standardized processes are being followed across the team.
- Serve as subject matter expert to assist with training new employees and assist team members with process questions
Qualifications
- Bachelor and above.
- Good Excel Knowledge.
- 2 plus years of experience in RTA or MIS role.
- Good analytical and communication skills
Live the Paychex Values
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.
What you'll do
- The Workforce Management Analyst is responsible for planning and executing resource allocation strategies to meet staffing needs and providing forecasting, scheduling, and reporting support. They monitor real-time performance and conduct meetings to coordinate staffing needs and communication across teams.
About Paychex
As the future of work continues to evolve, Paychex leads the way by making complex HR, payroll, and benefits brilliantly simple. Our unique combination of digital HR technology and advisory solutions meets the changing needs of employers and their employees. You can see the results in our growth as an HR leader and the positive returns we deliver to our shareholders.
Paychex, Inc. (Nasdaq: PAYX) is a leading provider of integrated human capital management solutions for payroll, benefits, human resources, and insurance services.
-Industry expertise since 1971
~740,000 business clients in the U.S. and Europe
-Pays 1 in 12 U.S. private sector employees
-A top HR outsourcer — serving 2.2M worksite employees through our HR outsourcing solutions
Information regarding money transmitter licensing can be found on the NMLS Consumer Access website, www.nmlsconsumeraccess.org, and Paychex at www.paychex.com/corporate/legal.
The Commissioner of Financial Regulation for the State of Maryland will accept all questions or complaints from Maryland residents regarding Paychex, Inc. (1029977) at:
100 S. Charles Street, Tower I, Suite 5300
Baltimore, Maryland 21201
888-784-0136
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Frequently Asked Questions
What does a Workforce Management Analyst do at Paychex?
As a Workforce Management Analyst at Paychex, you will: the Workforce Management Analyst is responsible for planning and executing resource allocation strategies to meet staffing needs and providing forecasting, scheduling, and reporting support. They monitor real-time performance and conduct meetings to coordinate staffing needs and communication across teams..
Is the Workforce Management Analyst position at Paychex remote?
The Workforce Management Analyst position at Paychex is based in Bangalore South, Karnataka, India. Contact the company through Clera for specific work arrangement details.
How do I apply for the Workforce Management Analyst position at Paychex?
You can apply for the Workforce Management Analyst position at Paychexdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.