Real Time Specialist

Job Description

Job Description

Description:

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.

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.

Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!

In-Office: This is a 100% in-office role based at our Pittsford, NY. location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours.

Work Hours: 7am - 4pm EST

Position Overview

This role is responsible for monitoring and managing the real-time performance of numerous Operations teams at Paylocity. This 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

The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge and Application:

• 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:

• 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:

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

Collaboration and Interaction:

• 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:

• 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.

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 View email address on ziprecruiter.com. 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 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. 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