Compensation Overview

Gusto is looking for a team oriented person who loves strategically thinking outside the box to solve 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. 

This Real Time Analyst position will be directly responsible for the execution of workforce planning strategies to ensure SLAs are consistently met and/or exceeded. 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:

• Execute the workforce management strategy and day-to-day management of WFM functions; including real-time operations, staffing and technology needs.
• Lead and facilitate discussions of performance to forecast, partnering with operations leaders to optimize performance capabilities.
• Proactively identify and communicate factors affecting the customer experience through verbal and written communication.
• Oversee contact center team member skill changes and queue assignments.
• Monitor queues, channel, and contact center performance and alerts leadership of trends.
• Provide support for special projects.

Here’s what we’re looking for:

• Experience as an intraday real-time analyst supporting contact centers
• Strong analytical skills with proficiency in Excel and Google Sheets.
• 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 follows 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.
• Must be able to work Closing Shift 10:00 AM MST-6:30 PM MST.

Our cash compensation amount for this role is targeted at $57,000-$71,000/year in Denver, Las Vegas and Orlando. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.