Workforce Management Administrator - Remote

Overview

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.

In Short

• Coordination of technology issues and reporting improvements
• Primary ownership of strategy/program management for IVR as it ties into WFM tools/Scheduling Tool
• Monitoring IVR use and making recommendations to improve customer and agent experience
• Handle reporting requests from the management team
• Prioritization of new functionality and enhancements
• Improving and maintaining routing strategies/in-queue messaging
• Training on Scheduling tool as well as quality audits
• Off hours support for high-severity issues as needed
• Stay current on internal policies and procedures
• Effectively communicate with peers and those we support in the business

Requirements

• 5 years relevant Workforce Management experience
• Prior experience with workforce optimization software
• Experience working in a global environment
• Experience leading remote team
• Strong data analysis experience
• Shown NICE IEX, NICE CXOne, and Salesforce knowledge
• Strong analytical and prioritization skills
• Excellent written and oral communication skills
• High-caliber interpersonal skills
• Optimistic leadership

Benefits

• Collaborative and inclusive workplace
• Opportunities for professional growth
• Comprehensive health insurance
• 401(k) plans
• Flexible work arrangements