Workforce Management Administrator

As a Workforce Management Administrator at Gusto, you'll be responsible for managing our agent-facing solutions, optimizing productivity reporting, and overseeing the implementation of workforce optimization tools. Your daily tasks will include coordinating technology improvements, monitoring IVR usage, handling reporting requests, and training staff on our scheduling tools, all while ensuring high-quality experiences for our customers and agents.

To apply for the Workforce Management Administrator role at Gusto, you should have at least five years of relevant experience working in a contact center environment. Familiarity with workforce optimization software like NICE IEX and NICE CXOne, strong analytical skills, and excellent communication abilities are essential. Additionally, experience in a global environment and leading remote teams will be beneficial.

Gusto supports its Workforce Management Administrators by fostering a collaborative and inclusive workplace and providing access to modern tools and resources. You'll have opportunities for professional development through training and a chance to engage with diverse teams across various locations, ensuring you can perform to the best of your abilities.

The cash compensation for the Workforce Management Administrator role at Gusto is targeted between $105,000 and $129,000 in Denver. The actual offer will depend on various factors such as your location, experience, and expertise, ensuring that we recognize and reward your unique contribution.

Gusto prides itself on having a positive and inclusive workplace culture. As a Workforce Management Administrator, you'll be part of a team that values diversity and innovation. Collaborating with colleagues from different backgrounds helps enrich our work environment, and Gusto encourages open communication, mutual respect, and a sense of community.

When answering this question, share specific experiences with tools you have used in previous roles. Discuss your proficiency with platforms like NICE IEX, NICE CXOne, or Salesforce, along with any significant projects where you've implemented these tools to enhance efficiency. Highlight how these tools informed data-driven decisions and improved operational performance.

Focus on your structured approach to data analysis. Explain how you collect, store, and report historical statistics, and share an example of a situation where your analytical skills directly impacted operational results. Emphasize your ability to communicate findings effectively to stakeholders as well.

Share a specific example showcasing your leadership skills with remote teams. Describe the strategies you employed to ensure seamless communication and collaboration, how you motivated team members virtually, and any challenges you overcame. Discuss the positive outcomes that resulted from your leadership.

Discuss your understanding of IVR systems, and be prepared to share ideas or strategies based on your past experiences. Highlight how you would monitor IVR usage, gather customer feedback, and make informed recommendations for enhancements, all while emphasizing your commitment to the customer experience.

Explain your prioritization techniques, such as using project management tools or methodologies like Agile and Kanban. Highlight how you assess project urgency and importance, and give an example of how you managed competing deadlines while maintaining high-quality outputs.

Describe your experience in training staff on workforce management tools, emphasizing how you develop engaging training programs. Discuss ways you assess team members’ understanding, support their ongoing development, and celebrate their achievements.

Share your approach to managing high-severity issues, including your availability for off-hours support. Discuss how you assess situations, prioritize resolutions, and communicate with team members to ensure swift resolutions, all while maintaining a calm demeanor.

Think of a specific situation where you helped resolve a conflict. Discuss the steps you took to mediate the situation, how you ensured that all perspectives were heard, and the positive outcome achieved as a result of your intervention.

Research Gusto's mission to empower small businesses and their values regarding diversity and inclusion. When answering, connect your personal and professional values to Gusto's, offering specific examples of how they align and how you would contribute to fulfilling their mission as a Workforce Management Administrator.

Discuss ways you actively seek out industry news, trends, and best practices, including participating in relevant webinars, reading articles, or networking with other professionals. Highlight how you apply this knowledge to enhance your role and make informed decisions.