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Sr Workforce Management Analyst

Published date: 2024/01/10
  • Location: bengaluru, Karnataka, India
Full Job Description
EOE STATEMENT
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.


ABOUT THE ORGANIZATION
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

730,000+ clients in the U.S. and Northern Europe

Pays 1 in 12 U.S. private sector employees

Largest HR company for small to medium-sized businesses

Product development company having products for payroll, benefits, and HR.


DESCRIPTION
Long term planning of each assigned business unit maintaining a rolling 18 month forecast and headcount requirements, In-Chair Occupancy, and Capacity / Staffing Plan across multiple communication channels (phone, email, chat).
Prepare and deliver proposals, presentations, and cost benefit analysis for staffing recommendations.
Coordinate coverage and completion of intra-day, daily, weekly, and monthly deliverables with short-term and real-time workforce management team members.
Update queue and agent settings in Calabrio to align with changes with assigned business units.
Maintain skilling matrix for each business unit assigned.
Monitor profile requests to ensure forecast/performance impacts are tracked.
Work with short-term and real-time workforce management team members to audit skilling, schedule requests, and ongoing task completion on a weekly basis.
Serve as subject matter expert to assist with training new employees and assist team members with process questions.
Research Workforce Management industry trends and best practices to recommend improvements to processes and procedures.
Attend weekly meetings for each business unit assigned and present Capacity Plan on a monthly basis (or as requested).
Work with strategic partners to enhance service delivery, drive efficiency, meet KPI and SLA expectations and leverage investments in technology.
3 years of experience in Workforce Management, Long-term forecasting, Staffing Analysis, and Capacity Planning in a multi-channel environment



CATEGORY
COE

POSITION REQUIREMENTS
3 years of experience in Workforce Management, Long-term forecasting, Staffing Analysis, and Capacity Planning in a multi-channel environment.
Strong verbal communication and listening skills
Effective interpersonal skills
Excellent collaboration and team building skills
Excellent interpretation of complex statistical data
Excellent organizational skills

OPEN DATE
4/12/2023

CLOSE DATE

FULL-TIME/PART-TIME
Full-Time

CREATED BY
Sowbiya S

HIRING MANAGER(S)
Pramod Cambreth

REQ OPEN DATE
None Specified
Company Name: Full Job Description EOE STATEMENT We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. ABOUT THE ORGANIZATION 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 730,000+ clients in the U.S. and Northern Europe Pays 1 in 12 U.S. private sector employees Largest HR company for small to medium-sized businesses Product development company having products for payroll, benefits, and HR. DESCRIPTION Long term planning of each assigned business unit maintaining a rolling 18 month forecast and headcount requirements, In-Chair Occupancy, and Capacity / Staffing Plan across multiple communication channels (phone, email, chat). Prepare and deliver proposals, presentations, and cost benefit analysis for staffing recommendations. Coordinate coverage and completion of intra-day, daily, weekly, and monthly deliverables with short-term and real-time workforce management team members. Update queue and agent settings in Calabrio to align with changes with assigned business units. Maintain skilling matrix for each business unit assigned. Monitor profile requests to ensure forecast/performance impacts are tracked. Work with short-term and real-time workforce management team members to audit skilling, schedule requests, and ongoing task completion on a weekly basis. Serve as subject matter expert to assist with training new employees and assist team members with process questions. Research Workforce Management industry trends and best practices to recommend improvements to processes and procedures. Attend weekly meetings for each business unit assigned and present Capacity Plan on a monthly basis (or as requested). Work with strategic partners to enhance service delivery, drive efficiency, meet KPI and SLA expectations and leverage investments in technology. 3 years of experience in Workforce Management, Long-term forecasting, Staffing Analysis, and Capacity Planning in a multi-channel environment CATEGORY COE POSITION REQUIREMENTS 3 years of experience in Workforce Management, Long-term forecasting, Staffing Analysis, and Capacity Planning in a multi-channel environment. Strong verbal communication and listening skills Effective interpersonal skills Excellent collaboration and team building skills Excellent interpretation of complex statistical data Excellent organizational skills OPEN DATE 4/12/2023 CLOSE DATE FULL-TIME/PART-TIME Full-Time CREATED BY Sowbiya S HIRING MANAGER(S) Pramod Cambreth REQ OPEN DATE None Specified

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