Director Workforce Management Ops

The Director of Workforce Management serves as a strategic leader and oversees the Workforce Management (WFM) system for Paylocity’s contact center. The Senior Manager plays a critical role in working closely with senior operations leadership to drive strategy, influence cross-functional decision-making, and move forward operations and Paylocity objectives. This role provides direction and oversight for a group of analysts responsible for daily operations and providing strategic workforce planning support within all operations including scheduling, real-time management and forecasting.

Bachelor’s degree in business, management, or related field required.

10+ years of contact center workforce management, including forecasting and scheduling solutions like Verint, NICE, Genesys, Avaya or a similar platform.

5+ years previous people leadership experience

Proven experience developing workforce strategies for large-scale, multi-site operations.

Experience successfully driving cross-functional process improvement initiatives.

Strong understanding of contact center operations with multiple sites, time zones, queues and skills.

Demonstrated ability to work in a very fast paced environment, implementing scalable business processes during periods of high growth.

Advanced analytical and problem-solving capabilities with a proven ability to translate complex data into business decisions.

Physical requirements

Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.

Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

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.

The base pay range for this position is $125k-175k/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to 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.

Your personal data will be processed for recruitment purposes in accordance with our Notice of Privacy Practices for Job Applicants and applicable data protection laws.

At Paylocity, “We” is what makes us different. We are committed to fostering a culture that honors diverse opinions, perspectives, and backgrounds, knowing that each makes us stronger and collectively unbeatable together. We actively cultivate these differences as we engage each other in driving innovation in the software and services we provide our customers. Paylocity is an equal opportunity employer. If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.