Gusto
Gusto simplifies HR, payroll & benefits for modern businesses.
Hybrid

Senior Workforce Analyst, Customer Experience

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 Senior Workforce Analyst, Customer Experience


The CX Insights & Operations (CXIO) team delivers strategy, operations, and technology to wow customers with each and every interaction. We’re seeking an experienced workforce management leader to help us build our WFM team to support our rapidly growing Customer Experience (CX) team. As an early member of the team, you will partner closely with our CX leadership team and operators to establish our process for short term forecasting and drive scheduling for our world class customer experience team.

Here’s what you’ll do:

  • Manage the scheduling needs of our CX teams while supporting forecasting and intraday management across CX to deliver best in class service to our 100K+ customers
  • Understand business needs, data trends, and team restrictions in order to translate them into forecasting and scheduling decisions
  • Forecast daily, weekly, and monthly contacts for our CX teams across multiple channels
  • Work directly with our CX teams to provide the teams with analysis and recommendations on volumes, optimal SLAs, and staffing needs
  • Collaborate with team leads to monitor real time performance and adjust schedules to optimize productivity while ensuring optimal service levels
  • Provide key recommendations to CX leadership with respect to short and long term strategies for staffing
  • Build scalable processes from the ground up, as needed
  • Provide leadership and team support for Insights & Operations in Denver
  • Get your hands dirty and troubleshoot any issue that arises

Here’s what we’re looking for:

  • ~ 5 years experience as an analyst in a fast pace growth opportunity
  • Contact Center workforce management experience in a scaling environment preferred
  • Experience using WFM software (Teleopti strongly preferred , IEX, Aspect, Verint, Blue Pumpkin, Monet, etc.)
  • 2+ years working in a Workforce Environment
  • 2+ years of experience with short-term forecasting, planning and scheduling a call center environment in high-growth organizations
  • Knowledge of telephony routing and skills
  • Advanced knowledge of Excel
  • High energy level, enthusiastic, and eager to go above and beyond to meet established goals
  • Excellent interpersonal and relationship building skills (a strong yet empathetic business partner)


About Gusto

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 100,000 businesses nationwide.

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What are Gusto Perks + Benefits

Gusto Benefits Overview

Taking care of our people is just as important as taking care of our customers. We offer competitive total compensation packages with an emphasis on equity, along with many other great benefits, some of which are included below!

Medical, dental, and vision:
Comprehensive medical, dental, and vision benefits, plus a variety of mental health resources.

Time off:
Gusties are encouraged to take the time off they need to continue doing great work.

Inclusive healthcare:
Fertility benefits, parental leave, pregnancy termination, caregiving, gender-affirming surgery, hormone treatments, transgender-inclusive services, and more.

Free meals and refreshments:
If you work at one of our offices, enjoy food, drinks, and snacks— on us. Conversation and community is an added bonus!

Sabbaticals:
Celebrate 5 or 10 years at Gusto and take a month off to recharge.

Stipends:
Take advantage of monthly internet, phone, and wellness stipends. Enjoy commuter or remote work stipends, along with and cash for your Gusto anniversaries!

Culture
Open office floor plan
Employee resource groups
Quarterly engagement surveys
Hybrid work model
Remote work program
Gusto hires in various locations across the United States, including some specific remote locations. Gusto offices operate on a hybrid model, including some work from home days each week.
Diversity
Dedicated diversity and inclusion staff
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Transgender health care benefits
Abortion travel benefits
Financial & Retirement
401(K)
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Fertility benefits
Gusto provides a benefit designed to support your unique parenthood journey. The benefit is not health insurance, but rather provides resources to make family forming more accessible to everyone.
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Bereavement leave benefits
Office Perks
Commuter benefits
Free daily meals
If you work at one of our offices, enjoy food, drinks, and snacks— on us.
Free snacks and drinks
Fitness stipend
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Lunch and learns
Promote from within

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