Workforce Management Scheduling Analyst

About GustoGusto 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 400,000 businesses nationwide.Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That's why we're committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.About the Role: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: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.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 and time off to ensure proper staffing levels are achieved to meet established service level goals.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 the 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.Here's what we're looking for:5+ years relevant work experience working in a contact center workforce management department and knowledge of WFM solutions support systems.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.Ability to work independently and collaborate with others in a team environment while juggling occasional time pressures and several tasks at the same time.Ability to work occasionally evenings and weekends to meet deadlines.Our cash compensation range for this role is $84,000/year to $103,000/year in Denver. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.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 proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.
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