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Workforce Management Administrator

Workforce Management Administrator at Gusto, managing WFM optimization.
Gusto, Inc.
Hybrid
On-Site
United States
USD 135,000 - 166,000
Job Description
Gusto is seeking a Workforce Management Administrator to enhance customer experiences and business objectives. This role involves maintaining agent-facing solutions and productivity reporting. The Administrator will manage WFM optimization, telephony, and CRM tools, along with training programs.

Responsibilities:
  • Lead resolution of technical issues and improve reporting accuracy.
  • Own IVR strategy and program management.
  • Monitor IVR trends and recommend enhancements.
  • Manage reporting requests and deliver actionable outputs.
  • Prioritize new features and oversee the phase-out of outdated functionality.
  • Maintain and optimize routing strategies and communication channels.
  • Train users on scheduling tools and perform quality audits.
  • Provide after-hours support for critical technical issues.
  • Support strategic decisions with scenario analyses.

Requirements:
  • 10+ years in Workforce Management.
  • 5+ years hands-on experience with WFM tools like NICE IEX, NICE CXOne, and Salesforce.
  • Experience managing global contact center operations.
  • Strong background in data analysis and reporting.
  • Exceptional analytical, prioritization, and organizational skills.
  • Effective written and verbal communication skills.
  • Collaborative with strong interpersonal and facilitation skills.
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Gusto, Inc.

All Jobs at Gusto, Inc. (79)