Director, Workforce Management Ops

🕒 August 14

🇺🇸 United States – Remote

💵 $125k - $175k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 13%

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Paylocity

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1997

👥 HR Tech

☁️ SaaS

🤝 B2B

💰 $10M Venture Round - Paylocity on 2008-05

HR Tech • SaaS • B2B

Paylocity is a provider of cloud-based payroll and human capital management software for businesses of all sizes. Its platform includes payroll, HR, time & labor, benefits administration, talent management (recruiting, onboarding, performance, learning), employee experience tools and AI-driven features, and it serves small businesses through enterprises as well as partners such as accountants, brokers, and tech partners.

📋 Description

• Own and drive the workforce management strategy aligned with organizational objectives, growth plans, customer service goals, and operational performance targets • Develop and implement a scalable workforce management model across industry verticals, lines of business, products, channels, and geographies • Translate workforce data into actionable insights and strategic recommendations for operations leadership • Develop and maintain executive-level reporting and workforce analytics covering staffing requirements, capacity risks, customer demand patterns, productivity trends, and operational performance • Oversee forecasting, scheduling, staffing optimization, and workforce analytics activities • Provide strategic oversight of workforce management tools • Partner with Operations, Finance, Data & Metrics, and IT Support on integrated workforce solutions • Align company-wide processes with customer support KPIs and monitor scheduling staff effectiveness • Direct support center scheduling to meet service level agreements and optimize staffing and schedule adherence • Lead proactive staffing solutions considering training, attrition, workload demands, and operational objectives • Liaise with other departments regarding staffing issues affecting contact center operations • Analyze ACD/WFM tool data and make staffing and scheduling decisions • Manage and develop a high-performing workforce management team • Travel up to 25% • Perform other duties as assigned

🎯 Requirements

• Bachelor’s degree in business, management, or related field required • 10+ years of contact center workforce management experience • Experience with forecasting and scheduling solutions such as Verint, NICE, Genesys, Avaya, or similar platforms • 5+ years of previous people leadership experience • Proven experience developing workforce strategies for large-scale, multi-site operations • Experience driving cross-functional process improvement initiatives • Strong understanding of contact center operations involving multiple sites, time zones, queues, and skills • Ability to work in a fast-paced environment and implement scalable business processes during high growth • Advanced analytical and problem-solving capabilities • Ability to translate complex data into business decisions • Experience with Five9 phone system is a plus • Ability to travel up to 25% • Ability to sit for extended periods, typically 7–8 hours per day • Ability to operate computers and phone systems, type, and use multiple software programs simultaneously

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • Life insurance • Disability insurance • 401(k) match • Career development • Annual bonus eligibility • Restricted stock unit grant based on individual performance • Full range of benefits