Gusto, Inc.20 days ago
Управление ресурсами и аналитика, WFM
Salary not specified
MARKET
12,354 ₽median for this role
IT Support / Helpdesk · 64 jobs with disclosed pay
5,714half of the offers: 8,520–16,354145,833
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Denver
Responsibilities
- 01Build and maintain optimized, multi-department schedules; manage time off and non-productive activities to achieve service level targets across all contact channels
- 02Interpret automated performance signals and intraday data to make strategic staffing decisions — including queue routing changes, skill adjustments, and escalations — that protect service levels and customer experience
- 03Facilitate daily and weekly performance reviews with operations leaders: identify root causes of variance (volume, AHT, shrinkage), recommend corrective actions, and drive follow-through to improve staffing outcomes
- 04Manage queue and skill routing changes — including agent reassignment and cross-training decisions — to align staffing with demand and maintain service level achievement
- 05Design, build, and continuously improve WFM automation — including intraday alert systems, push reports, dashboards, and workflow integrations — using AI tools and scripting to scale the team’s capacity, reduce manual effort, and advance next-generation WFM capabilities
- 06Communicate proactively — verbally and in writing — with internal stakeholders and external vendors to surface staffing impacts, propose mitigations, and deliver data-driven insights to leadership
- 07Participate in an on-call PagerDuty rotation to monitor and respond to real-time alerts — including system outages, service level breaches, and routing failures — ensuring rapid escalation and resolution during off-hours incidents
- 08Serve as a system administrator for WFM and routing tools — making and driving configuration and routing changes under the guidance of the admin/systems teams — acting as the support layer that operationalizes tooling and routing changes
- 09Provide leadership and accountability across the team — upholding team standards, taking ownership of outcomes, and driving work forward across scheduling and intraday operations
- 10Serve as a data analytics subject-matter expert — surfacing actionable, meaningful data and influencing internal stakeholders and customers toward decisions we can act on
Requirements
- 017-8+ years of contact center WFM experience spanning scheduling, intraday, operational reporting
- 02AI fluency required: Demonstrated ability to adopt and operationalize AI tools in a WFM or contact center context; hands-on experience building automations (alert systems, reporting pipelines, workflow integrations)
- 03Strong analytical and data visualization skills; demonstrated experience building dashboards and interactive reporting tools to surface WFM insights for operations and leadership
- 04Demonstrated experience with WFM platforms and a track record of quickly learning and adopting new tools and technologies
- 05Excellent judgment, communication, and problem-solving skills — able to translate complex data into clear, actionable recommendations for stakeholders at all levels
- 06Demonstrated leadership and accountability — able to set standards, influence outcomes, and drive results across a team
- 07Demonstrated track record of owning WFM automation or tooling initiatives end-to end
- 08Data analytics subject-matter expertise — turning data into clear, actionable insights that influence stakeholder and customer decisions; hands-on system administration/configuration of WFM and routing tools
- 09Familiarity with COPC, ICMI, and/or SWPP standards
What we offer
- 01Cash compensation range $105,000/yearly to $129,000/yearly in Denver and Las Vegas, and most remote locations
- 02$98,775/yearly to $121,000/yearly in Phoenix
- 03Remote locations will vary based on geographical pay approach
- 04Office locations: Denver, San Francisco, and New York City
- 05Office-based employees work from office 2-3 days per week (or more depending on role)
- 06All full-time employees receive competitive base pay, benefits, and equity (RSUs)