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 The Workforce Management WFM Specialist is responsible for ensuring optimal staffing levels and efficient resource allocation to meet business objectives This role involves forecasting scheduling and reporting to support operational performance and service level goals Responsibilities Develop and maintain accurate short-term and long-term forecasts for call volume workload and staffing needs 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 Create and manage agent schedules to align with forecasted demand and service level targets Monitor real-time performance and adherence making intraday adjustments as needed Analyze historical data and trends to improve forecasting accuracy and scheduling efficiency Collaborate with operations HR and training teams to plan for new hires training classes and other off-phone activities Maintain documentation of special seasonal events and the impact to service centers Generate and distribute daily weekly and monthly reports to the Stack holders Identify and recommend process improvements to enhance workforce efficiency and customer experience Collaborate with senior leadership to align workforce plans with business growth seasonal trends and strategic initiatives Ready to take on Adhoc requests whenever needed by the stack holders Mentor a team of RTA analysts and provide coaching feedback and development opportunities Qualifications Bachelor s Degree 5 plus years of experience in Workforce Management Excellent Advance Excel Knowledge Familiarity with SQL Strong verbal and written communication Experience in Capacity Planning Forecasting and Scheduling Good to have - Excel certification SWPP Certification Live the Paychex Values Act with uncompromising integrity Provide outstanding service and build trusted relationships Drive innovation in our products and services and continually improve our processes Work in partnership and support each other Be personally accountable and deliver on commitments Treat each other with respect and dignity Not sure if you meet every requirement At Paychex we know that excellent 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

📌 Sr Workforce Management Analyst (Bengaluru)
🏢 Paychex
📍 Bengaluru