About the Role:
Gusto is looking for a team oriented, experienced forecast and capacity planner who loves thinking outside of the box to solve complex contact center quandaries. You will report into the Planning People Empower and be an integral part of upleveling the team to propel Gusto to the next level of success.
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. The team is geographically dispersed across the US in order to assist across all hours of operation.
Here’s what you’ll do day-to-day:
- Develop and maintain capacity plans, providing recommendations on hiring, staffing, and potential efficiency improvements for our CX teams.
- Continuously monitor and adjust forecasts according to changes in demand.
- Identify potential risks to workforce capacity and proactively devise contingency plans.
- Collaborate with stakeholders to implement risk mitigation strategies.
- Evaluate and suggest process enhancements to boost efficiency and capacity utilization.
- Facilitate stakeholder meetings on forecasting and capacity planning.
- Analyze data to identify gaps and opportunities within the CX organization.
Here’s what we're looking for:
- Bachelor’s degree or equivalent experience
- 5+ years of workforce management experience and knowledge of WFM solution support systems
- 2+ years in a capacity planning and forecasting role
- Experience in a high-volume, fast-paced contact center environment.
- Strong analytical skills in volume, employee workloads, and staffing optimization.
- Proficiency in data modeling, statistical analysis, and data visualization
- Able to demonstrate and apply a thorough knowledge of contact center workforce management technologies (i.e. Verint, NICE IEX, eWFM Aspect, Calabrio etc.).
- Experience with BPOs
Our cash compensation amount for this role is $79,185/yearly to $103,000/yearly in Denver and most remote locations, and $102,040/yearly to $125,000/yearly in San Francisco & New York. Remote locations will vary based on our geographical pay approach Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
