Intraday Workforce Specialist Jobs

Gusto has physical office spaces in Denver, San Francisco, and New York City. All Gusto roles posted in these metro areas come with the expectation of working from the office on designated days approximately 2-3 days per week.

• Denver Office Metro: Denver-Aurora-Lakewood, CO Metropolitan Statistical Area
• New York City Office Metro: New York-Newark-Jersey City, NY-NJ-PA Metropolitan Statistical Area
• San Francisco Office Metro: San Francisco-Oakland-Berkeley, CA & San Jose-Sunnyvale-Santa Clara, CA Metropolitan Statistical Areas

Symmetry, Gusto’s subsidiary, has a physical office in Scottsdale. All Symmetry roles posted in this metro area come with the expectation of working from the office on designated days approximately 2-3 days per week.

• Scottsdale Office Metro: Phoenix-Mesa-Chandler, AZ Metropolitan Statistical Areas

About Gusto

Gusto 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 300,000 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 This Position

Gusto is looking for a team oriented person who loves strategically thinking outside the box to solution 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.

This intraday specialist position will be directly responsible for the execution of workforce planning strategies to ensure SLAs are consistently met and/or exceeded. This position will place a tactical emphasis on understanding the strategic plan and proactively pivoting when needed.

Here’s What You’ll Do Day-to-day

• Actively leads and facilitates discussions of performance to forecast, partnering with operations leaders to optimize performance capabilities.
• Monitors queue, channel, and contact center performance and alerts leadership of trends
• Provides support for special projects.
• Directly responsible for contact center team member skill changes and queue assignments
• Responsible for proactively identifying and communicating factors affecting the customer experience through verbal and written communication
• Responsible for executing the workforce management strategy and day-to-day management of WFM functions; including real-time operations, staffing and technology needs.

Here’s What We're Looking For

• Willingness to learn new software applications.
• Ability to effectively communicate verbally and in writing with internal employees and external vendors/agencies at any experience level while being sensitive to professional ethics.
• Structured thinker with sound attention to detail and accurately follows procedures.
• Strong analytical skills with proficiency in Excel and Google Sheets.
• Highly organized with an emphasis on accuracy and timeliness.
• Adept at complex problem solving, judgment, critical thinking, and decision making.
• Ability to work occasionally evenings and weekends to meet deadlines.
• Ability to work independently and collaborate with others in a team environment while juggling occasional time pressures and several tasks at the same time.

Our cash compensation amount for this role is targeted at $53,000-$61,000 in Denver and most remote locations. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

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. If you need assistance or an accommodation due to a disability, you may contact us at [email protected].