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.