Lead Data Analyst

Gusto • Denver, CO;San Francisco, CA;New York, NY • 1m ago

About the Role:

We're looking for a highly skilled Workforce Management (WFM) Data Analyst to revolutionize our reporting and data integration capabilities. In this pivotal role, you'll be instrumental in developing automated reporting solutions and seamless data integrations across various applications to accurately determine workload and optimize our workforce.

As a WFM Data Analyst focusing on automation and integration, you'll be a key player in enhancing our operational efficiency and decision-making. You'll collaborate closely with cross-functional teams, including the WFM, CX Strategy, Biz Tech and Operational Leaders, to deliver critical insights. Leveraging your deep expertise in data analysis, WFM principles, and automation tools, you'll transform raw data into actionable intelligence, driving continuous improvement in our staffing, performance monitoring, and overall customer experience.

About the Team:

The CX Data & Insights team at Gusto is dedicated to providing actionable insights and streamlined reporting for our CX org. We drive process improvements, enhance performance, and optimize tools to enrich both employee and customer experiences. As a member of this team, you will shape strategy and develop scalable processes that continuously elevate the CX landscape.

Here’s what you’ll do day-to-day:

Driving Automation & Integration: Design, develop, and maintain automated reporting solutions for WFM metrics across multiple platforms. Establish and optimize data integrations between various applications to ensure accurate and timely workload determination and data feeds.
Strategic Data Analysis: Advocate for a data-driven approach, collaborating closely with WFM partners to drive impactful decisions. Analyze workforce performance data, identifying trends, forecasting needs, and providing recommendations for operational improvements.
Data Modeling & Insights: Work within both structured and unstructured data environments to query, dissect, and assemble complex datasets. Leverage statistical modeling, including linear and multivariate regressions, to answer complex relational questions of causality and correlated events.
Process Optimization & Documentation: Partner with peer groups, business partners, and subject matter experts to learn and document business areas/domains, solving operational problems through data. Document and assess current state processes through current state, future state, and gap analysis.
Reporting & Dashboard Development: Identify critical metrics and create automated dashboards to monitor business health and performance. Conduct quantitative and qualitative analyses and deep dives of patterns and trends to drive business decisions and address business questions, ensuring you determine and gather the necessary data elements to tell the story and drive outcomes.
Project Leadership & Best Practices: Plan, execute, and oversee data projects, providing technical leadership in a dynamic environment. Ensure data integrity and accuracy across all WFM reporting and integrated systems, utilizing WFM best practices from ICMI, SWPP, and COPC to guide automation and integration strategies.
Cross-functional Collaboration: Collaborate closely with WFM and Operations teams to understand reporting and data integration requirements, fostering strong partnerships to achieve shared goals.

Here’s what we're looking for:

4+ years of experience in Data Analytics with a WFM or Customer Experience Operations focus.
2+ years of experience with omnichannel routing systems such as Salesforce, NICE, CXOne.
Expert in SQL, Python and Excel, capable of querying and analyzing large datasets with ease.
Excellent communication skills, able to convey findings and recommendations to non-technical stakeholders in a clear, compelling manner.
Highly organized with a keen attention to detail.
Demonstrated ability to work independently and in a team setting.
Effective time management skills and ability to manage multiple priorities using project management principles

Our cash compensation amount for this role is $104,000/yearly to $132,000/yearly in Denver & most major metro locations, and $134,000/yearly to $160,000/yearly for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

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