Workforce Management (WFM) Administrator

About Us

Braintrust is a user-owned talent network that connects top-tier professionals with the world's leading enterprises. We prioritize transparency, eliminating middlemen and high markups, ensuring job-seekers are matched swiftly to innovative roles while clients benefit from unparalleled efficiency and quality.

About The Hiring Process

The hiring process for this role involves completing your Braintrust profile, applying directly to the role on Braintrust, and undergoing a one-time screening to ensure you meet our vetted talent specifications. After this, the hiring team will contact you directly if they believe you are a suitable match.

Our process isn't for everyone, that's intentional. If you believe that you are a top candidate for this job, please join our network to give yourself the opportunity to work with top companies.

JOB TYPE: Direct Hire/ FTE Position (no agencies/C2C - see notes below)

LOCATION: Work from anywhere - PST/PDT/CIST | full day overlap

SALARY RANGE $107,000 – $141,000 /yr

ESTIMATED DURATION: 40/week - long term

EXPERIENCE: 5-9 years

BRAINTRUST JOB ID: 11717

The Opportunity

Here’s What We're Looking For

• 5 years of relevant Workforce Management experience working in a contact center environment
• Prior experience with workforce optimization software
• Experience working in a global environment
• Experience leading remote team
• Experience working with third-party vendors
• Strong data analysis experience capturing, storing, and reporting historical statistics
• Shown NICE IEX, NICE CXOne, and Salesforce knowledge
• Strong analytical skills and prioritization skills, as well as a well-developed sense of urgency and follow-through; ability to handle multiple projects under pressure
• Excellent written and oral communication skills that can be demonstrated through the use of email, chat, and all other forms of media channels
• High-caliber interpersonal skills, presentation/facilitation skills, and ability to work productively with all levels in an organization while maintaining a positive demeanor
• Optimistic leadership: you are passionate about making magic for our community
  
  

Our customers come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

What You'll Be Working On

Gusto is looking to hire an experienced Workforce Administrator who will analyze and report on intraday, daily, and weekly staffing levels, staffing constraints such as absenteeism, attrition, contact volume trends, and other critical inputs to operational success.

Here’s What You’ll Do Day-to-day

• Coordination of technology issues and reporting improvements
• Primary ownership of strategy/program management for IVR/Bliss as it ties into WFM tools/Scheduling Tool and collaborator for development and usage of workload delivering tools
• Monitoring IVR use and making recommendations to improve customer and agent experience
• Handle reporting requests from the management team, including requirements gathering, resolving expected impact, prioritization, process/report development, and ensuring consistency and relevancy.
• Prioritization of new functionality and enhancements and deprecating old or unused product functionality
• Improving and maintaining routing strategies/in-queue messaging and new media channels [incl. new modalities]
• Training on Scheduling tools as well as quality audits
• Off-hours support for high-severity issues as needed
• Other duties and responsibilities as assigned
• Stay current on internal policies and procedures.
• Effectively communicate with peers and those we support in the business to ensure high-quality and timely completion of work requests.
• Respond to management requests to produce “what if” scenarios.
  
  

Apply Now!

Notes

Our employers all have varying legal and geographic requirements for their roles, they trust Braintrust to find them the talent that meet their unique specifications. For that reason, this role is not available to C2C candidates working with an agency. If you are a professional contractor who has created an LLC/corp around their consulting practice, this is well aligned with Braintrust and we’d welcome your application.

Braintrust values the multitude of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.