Workforce Management Administrator

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 400,000 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. 

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 work-stream. 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:

• Lead resolution of technical issues and drive ongoing improvements in reporting accuracy and system performance.
• Own IVR strategy and program management, ensuring integration with WFM and scheduling tools; partner on workload tool development.
• Monitor IVR trends and recommend enhancements to optimize customer and agent experiences.
• Manage reporting requests, from requirements gathering to development and delivery of consistent, actionable outputs.
• Prioritize new features and enhancements while overseeing the phase-out of outdated functionality.
• Maintain and optimize routing strategies, in-queue messaging, and new communication channels.
• Train users on scheduling tools and perform quality audits to ensure best practice adherence.
• Provide after-hours support for critical technical issues as needed.
• Stay current on internal policies and adapt to evolving organizational needs.
• Communicate effectively with stakeholders to ensure timely, high-quality outcomes.
• Support strategic decisions by creating “what-if” scenario analyses.

Here’s what we're looking for:

• 10+ years Workforce Management (WFM), with strong foundation in both strategy and execution across complex contact center environments.
• 5+ years hands-on technical proficiency with WFM tools such as NICE IEX, NICE CXOne, and Salesforce, specializing in scheduling, forecasting, and real-time adherence.
• Proven success in managing global contact center operations, optimizing workforce performance while aligning with business objectives and service level agreements (SLAs).
• Experience in workforce optimization, including capacity planning, headcount modeling, and collaboration with third-party vendors to enhance efficiency and scalability.
• Strong background in data analysis and reporting, with the ability to capture, store, and translate historical performance data into actionable insights.
• Exceptional analytical, prioritization, and organizational skills, capable of managing multiple high-impact projects under pressure while maintaining attention to detail.
• Effective communicator with excellent written and verbal skills, adept at engaging through email, chat, and other digital communication platforms.
• Highly collaborative with strong interpersonal and facilitation skills, experienced working across all organizational levels to drive results and maintain a positive work environment.
• Passionate leadership style, dedicated to creating meaningful customer experiences through strategic, people-focused staffing solutions.

Our cash compensation amount for this role is targeted at $135,000 - $166,000/yearly in Denver & most major metro locations, and $159,000 - $195,000/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.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. 

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

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. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.