Workforce Management Planner

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 the Role:

Gusto is looking for a team oriented, experienced forecast and capacity planner who loves thinking outside of the box to solve complex contact center quandaries. You will report into the Planning People Empower and be an integral part of upleveling the team to propel Gusto to the next level of success. 

About the Team:

The Gusto Workforce Management Team is a group of individuals who are passionate about dreaming big and facilitating the connection between our Gustomers and the right people to help them, at the right time.  We work within the Customer Experience (CX) Organization and support internal Gusties as well as vendors in planning customer demand, staffing, scheduling and monitoring real time drivers.  The team is geographically dispersed across the US in order to assist across all hours of operation.

Here’s what you’ll do day-to-day:

• Develop and maintain capacity plans, providing recommendations on hiring, staffing, and potential efficiency improvements for our CX teams.
• Continuously monitor and adjust forecasts according to changes in demand.
• Identify potential risks to workforce capacity and proactively devise contingency plans.
• Collaborate with stakeholders to implement risk mitigation strategies.
• Evaluate and suggest process enhancements to boost efficiency and capacity utilization.
• Facilitate stakeholder meetings on forecasting and capacity planning.
• Analyze data to identify gaps and opportunities within the CX organization.

Here’s what we're looking for:

• Bachelor’s degree or equivalent experience
• 5+ years of workforce management experience and knowledge of WFM solution support systems  
• 2+ years in a capacity planning and forecasting role
• Experience in a high-volume, fast-paced contact center environment.
• Strong analytical skills in volume, employee workloads, and staffing optimization.
• Proficiency in data modeling, statistical analysis, and data visualization
• Able to demonstrate and apply a thorough knowledge of contact center workforce management technologies (i.e. Verint, NICE IEX, eWFM Aspect, Calabrio etc.).
• Experience with BPOs

Our cash compensation amount for this role is targeted at $84,000 to $103,000 in Denver. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

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.

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