Workforce Planner - Remote

Overview

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.

In Short

• 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.

Requirements

• 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

Benefits

• Collaborative and inclusive workplace
• Support for small businesses
• Opportunities for professional growth
• Work from home flexibility