The Workforce Management Administrator helps deliver exceptional customer experiences and achieve overall business objectives by maintaining/improving Gusto's agent-facing solutions, and the productivity/performance reporting workstream. The Administrator will lead the program management for the WFM optimization, telephony, and CRM tools, implementations and upgrades as well as all training needs within the department. Other responsibilities include fulfilling management, operational, procedural, and ad-hoc analysis duties.
Here’s what you’ll do day-to-day:
- Coordination of technology issues and reporting improvements
- Primary ownership of strategy/program management for IVR as it ties into WFM tools/Scheduling Tool and collaborator for development and usage of workload delivering tools
- Monitoring IVR use and making recommendations to improve customer and agent experience
- Handle reporting requests from the management team including requirements gathering, resolving expected impact, prioritization, process/report development and ensures consistency and relevancy
- Prioritization of new functionality and enhancements and deprecating old or unused product functionality
- Improving and maintaining routing strategies/in-queue messaging and new media channels [incl. new modalities]
- Training on Scheduling tool as well as quality audits
- Off hours support for high-severity issues as needed
- Other duties and responsibilities as assigned
- Stay current on internal policies and procedures
- Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests
- Respond to management requests to produce “what if” scenarios
Here’s what we're looking for:
- 5 years relevant Workforce Management experience working in a contact center environment
- Prior experience with workforce optimization software
- Experience working in a global environment
- Experience leading remote team
- Experience working with third party vendors
- Strong data analysis experience capturing, storing and reporting historical statistics
- Shown NICE IEX, NICE CXOne, and Saleforce knowledge
- Strong analytical skills and prioritization skills, as well as a well-developed sense of urgency and follow-through; ability to handle multiple projects under pressure
- Excellent written and oral communication skills that can be demonstrated through the use of email, chat and all other forms of media channels
- High-caliber interpersonal skills, presentation/facilitation skills and ability to work productively with all levels in an organization while maintaining a positive demeanor
- Optimistic leadership: you are passionate about making magic for our community. You realize the vital role that staffing plays in appropriately cultivating positive experiences with our customers, allowing for positive support experiences every time, all the time
Our cash compensation amount for this role is targeted at $105,000 to $129,000 in Denver. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
