About the Role:

Gusto is looking for a team oriented, experienced Workforce Scheduler who loves strategically thinking outside the box to solve complex contact center quandaries. You will report into the Workforce Management (WFM) team and be an integral part of scaling the team to propel Gusto to the next level of success.

This scheduling analyst position will be directly responsible for the execution of workforce planning strategies through the creation and maintenance of team member schedules that exceed customer service level agreements and enhance the overall customer experience. This position will place a tactical emphasis on understanding the strategic plan and proactively pivoting when needed.

About the Team:

The Gusto Workforce Management Team is a group of individuals who are passionate about dreaming big and facilitating the connection between our Gustomers and the right people to help them, at the right time. We work within the Customer Experience (CX) Organization and support internal Gusties as well as vendors in planning customer demand, staffing, scheduling and monitoring real time drivers.

Here’s what you’ll do day-to-day:

• Build, publish and maintain optimized schedules for multiple departments and adjust them to meet the changing needs of the business
• Manage all contact center non-productive activities to ensure proper staffing levels are achieved to meet established service level goals
• Apply future activities weekly so that any requested PTO is updated on schedules
• Maintain, update, and communicate Time Off (Paid Time Off, PTO Overrides, Sick Time) balances daily, weekly, monthly, and quarterly
• Partner with People Team/Human Resources to ensure schedule accommodations are factored into scheduling and meeting customer needs
• Generate, manage, and communicate advocate and back office shift bids to ensure customer experience is stellar while providing flexibility for team members
• Partner with Intraday Analysts and other members of the Workforce Management team to facilitate the smooth operation of the contact center
• Create scheduling models and what-if scenarios to provide data-driven recommendations to Workforce Management and operations leadership
• Develop and maintain internal processes and documentation to ensure the delivery of timely and accurate schedules
• Analyze and report on scheduling and staffing trends to provide overall coverage improvement recommendations to leadership
• Partner with leadership to identify and drive Workforce Management process improvements
• Provide support for special projects

Here’s what we're looking for:

• 2 years relevant work experience in a contact center environment
• 2 years relevant work experience in a workforce management department
• Prior experience with workforce optimization software, and willingness to learn new software applications
• Strong analytical skills with proficiency in excel and/or Google Sheets
• Adept at complex problem solving, judgment, critical thinking, and decision making
• Highly organized with an emphasis on accuracy and timeliness
• Structured thinker with sound attention to detail and accurately follows procedures
• Works independently and collaborates with others in a team environment while juggling occasional time pressures and several tasks at the same time
• Effective communicator, verbally and in writing, with internal employees and external vendors/agencies at any level while being sensitive to professional ethics
• Ability to work occasionally on evenings and weekends to meet deadlines

Our cash compensation amount for this role is targeted at $84,000-$110,000 in Denver, Las Vegas and Orlando. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.