The opportunity
At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers.
What you'll do
Build and maintain optimized, multi-department schedules; manage time off and: non-productive activities to achieve service level targets across all contact channels.
Interpret automated performance signals and intraday data to make strategic: staffing decisions — including queue routing changes, skill adjustments, and escalations — that protect service levels and customer experience.
Facilitate daily and weekly performance reviews with operations leaders: identify root causes of variance (volume, AHT, shrinkage), recommend corrective actions, and drive follow-through to improve staffing outcomes.
Manage queue and skill routing changes: including agent reassignment and cross-training decisions — to align staffing with demand and maintain service level achievement.
Design, build, and continuously improve WFM automation: including intraday alert systems, push reports, dashboards, and workflow integrations — using AI tools and scripting to scale the team’s capacity, reduce manual effort, and advance next-generation WFM capabilities.
Communicate proactively: verbally and in writing — with internal stakeholders and external vendors to surface staffing impacts, propose mitigations, and deliver data-driven insights to leadership.
What they're looking for
- Participate in an on-call PagerDuty rotation to monitor and respond to: real-time alerts — including system outages, service level breaches, and routing failures — ensuring rapid escalation and resolution during off-hours incidents.
- Serve as a system administrator for WFM and routing tools: making and driving configuration and routing changes under the guidance of the admin/systems teams — acting as the support layer that operationalizes tooling and routing changes.
- Provide leadership and accountability across the team: upholding team standards, taking ownership of outcomes, and driving work forward across scheduling and intraday operations.
- Serve as a data analytics subject-matter expert: surfacing actionable, meaningful data and influencing internal stakeholders and customers toward decisions we can act on.
