Workforce Management Administrator

The Workforce Management Administrator helps deliver exceptional customer experiences and achieve overall business objectives by maintaining/improving Gusto's agent-facing solutions, and the productivity/performance reporting work-stream. The Administrator will lead the program management for the WFM optimization, telephony, and CRM tools, implementations and upgrades as well as all training needs within the department. Other responsibilities include fulfilling management, operational, procedural, and ad-hoc analysis duties.

Here’s what you’ll do day-to-day:

• Lead resolution of technical issues and drive ongoing improvements in reporting accuracy and system performance.
• Own IVR strategy and program management, ensuring integration with WFM and scheduling tools; partner on workload tool development.
• Monitor IVR trends and recommend enhancements to optimize customer and agent experiences.
• Manage reporting requests, from requirements gathering to development and delivery of consistent, actionable outputs.
• Prioritize new features and enhancements while overseeing the phase-out of outdated functionality.
• Maintain and optimize routing strategies, in-queue messaging, and new communication channels.
• Train users on scheduling tools and perform quality audits to ensure best practice adherence.
• Provide after-hours support for critical technical issues as needed.
• Stay current on internal policies and adapt to evolving organizational needs.
• Communicate effectively with stakeholders to ensure timely, high-quality outcomes.
• Support strategic decisions by creating “what-if” scenario analyses.

Here’s what we're looking for:

• 10+ years Workforce Management (WFM), with strong foundation in both strategy and execution across complex contact center environments.
• 5+ years hands-on technical proficiency with WFM tools such as NICE IEX, NICE CXOne, and Salesforce, specializing in scheduling, forecasting, and real-time adherence.
• Proven success in managing global contact center operations, optimizing workforce performance while aligning with business objectives and service level agreements (SLAs).
• Experience in workforce optimization, including capacity planning, headcount modeling, and collaboration with third-party vendors to enhance efficiency and scalability.
• Strong background in data analysis and reporting, with the ability to capture, store, and translate historical performance data into actionable insights.
• Exceptional analytical, prioritization, and organizational skills, capable of managing multiple high-impact projects under pressure while maintaining attention to detail.
• Effective communicator with excellent written and verbal skills, adept at engaging through email, chat, and other digital communication platforms.
• Highly collaborative with strong interpersonal and facilitation skills, experienced working across all organizational levels to drive results and maintain a positive work environment.
• Passionate leadership style, dedicated to creating meaningful customer experiences through strategic, people-focused staffing solutions.

Our cash compensation amount for this role is targeted at $135,000 - $166,000/yearly in Denver & most major metro locations, and $159,000 - $195,000/yearly for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.