Workforce Coordinator

Operations Manager

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

This role is responsible for monitoring and managing the real-time performance of numerous Operations teams s role ensures that service levels and operational goals are met by effectively analyzing data, responding to deviations, and making real-time decisions. You will be responsible for making scheduled activity updates as needed within the WFM software utilized by the organization. You will collaborate closely with WFM Analysts and the operations teams to optimize staffing levels, manage call queues, and ensure efficient handling of customer interactions.

Primary responsibilities include:

• Continuously monitor call volume, staffing levels, and agent adherence to schedules trends across all communication channels (e.g., phone, chat, email) and provide findings to Operations management.
• Monitors call out line, requested schedule adjustments for various activities, and other maintenance of front-line staff schedules as needed. This is regarding performing attendance function and adjusting schedules based on leadership requests.
• Monitor real-time performance data and take action to adjust schedules, reallocate resources, or escalate issues to maintain optimal service levels.
• Provide insights and recommendations for improving operational efficiency based on queue volume and agent activity.
• Monitor agent adherence to schedules, identify any deviations, and take appropriate corrective actions to ensure compliance with planned schedules.

Complexity and problem solving includes:

• Quickly identify and troubleshoot any issues affecting real-time performance, such as system outages, call spikes, or understaffing, and implement solutions to mitigate impact.

Discretion and impact includes:

• Continuously seek opportunities to improve real-time management processes, tools, and techniques to enhance operational efficiency and effectiveness.

Collaboration and interaction includes:

• Work closely with the WFM planning team to provide feedback on forecast accuracy, scheduling efficiency, and overall workforce strategies. Collaborate with team leaders and supervisors to address real-time challenges. Act as the primary point of contact for communication between the WFM team and operations, providing timely updates on performance, staffing needs, and potential impacts on service levels.

Education and experience includes:

• Bachelor's degree in Business Administration, Operations Management, or a related field preferred, or equivalent experience.
• Minimum of 2-3 years of experience in a workforce management or contact center operations role, with a strong focus on real-time management. Strong analytical skills with the ability to interpret and act on complex data in real-time.
• Excellent communication and interpersonal skills to effectively interact with various teams.
• Proficiency in WFM software (e.g., Verint, NICE IEX) and contact center technologies (Five9).
• Ability to remain calm and make decisions under pressure.
• Strong problem-solving skills and the ability to adapt to changing conditions.
• High attention to detail and accuracy.
• Ability to work in a fast-paced environment.
• Strong sense of urgency and proactive approach to managing real-time operations.
• Ability to work flexible hours, including evenings, weekends, and holidays if needed.

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.

The pay range for this position is $50,000 - $57,000 /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.