About the Role:

As a Workforce Management (WFM) Data Analyst, you will be a key player in analyzing workforce performance data to ensure efficient staffing, performance monitoring, and achievement of operational goals. You will work on a cross-functional team and partner closely with the WFM Director and Operational Leaders on key deliverables. Leveraging your expertise in data and WFM, you will provide actionable insights that drive continuous improvement in our customer experience.

About the Team:

The CX Data & Insights team at Gusto is dedicated to providing actionable insights and streamlined reporting for our CX org. We drive process improvements, enhance performance, and optimize tools to enrich both employee and customer experiences. As a member of this team, you will shape strategy and develop scalable processes that continuously elevate the CX landscape.

Here’s what you’ll do day-to-day:

• Advocate for a data-driven approach, collaborating closely with WFM partners to drive impactful decisions
• Partner with peer groups, business partners and subject matter experts to learn and document business areas/domains to help solve operational problems through data
• Document and assess current state processes through current state, future state, and gap analysis
• Plan, execute, and oversee data projects, providing technical leadership in a dynamic environment
• Work within both structured and unstructured data environments to query, dissect, and assemble complex datasets 
• Leverage statistical modeling including linear and multivariate regressions to answer complex relational questions of causality and correlated events
• Conduct quantitative and qualitative analyses and deep dives of patterns and trends to drive business decisions and address business questions
• Determine and gather which data elements are needed to tell the story and drive outcomes
• Identify critical metrics and create automated dashboards to monitor business health and performance

Here’s what we’re looking for:

• 4+ years of experience in Data Analytics with a WFM or Customer Experience Operations focus
• 2+ years of experience with omni-channel routing systems such as Salesforce, NICE, AWS, or similar platforms
• Expert in SQL, Python and Excel, capable of querying and analyzing large datasets with ease
• Excellent communication skills, able to convey findings and recommendations to non-technical stakeholders in a clear, compelling manner
• Highly organized with a keen attention to detail
• Demonstrated ability to work independently and in a team setting
• Effective time management skills and ability to manage multiple priorities using project management principles

Our cash compensation amount for this role is $112,000 to $138,000/yr in Denver & most major metro locations, and $136,000 to $168,000/yr 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.