Workforce Scheduler at Gusto

Title: Workforce Scheduler

Location: Remote

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.

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 100,000 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.

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.

Here’s what you’ll do day-to-day:

• Responsible for the creation of team member schedules for multiple departments and adjusting them to meet the changing needs of the business.
• Partners with the intraday analysts and other members of the Workforce Management team to facilitate the smooth operation of the Sales Small Business operation.
• Creates 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.
• Provides support for special projects.

Here’s what we’re looking for:

• 2+ years relevant work experience working in a contact center environment
• Prior experience with workforce optimization software
• Strong analytical skills with proficiency in excel
• Willingness to learn new software applications.
• 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 follow 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 effectively communicate verbally and in writing with internal employees and external vendors/agencies at any experience level while being sensitive to professional ethics.
• Ability to work occasionally evenings and weekends to meet deadlines.

What it is like to Work with Gusto

Our cash compensation amount for this role is targeted at $56,500 – $89,000 in Denver & most remote locations. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amount 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.