Intraday Real-Time Analyst

About Gusto
Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.
Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That's why we're committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy .
Gusto is looking for a team oriented person who loves strategically thinking outside the box to solve complex contact center quandaries. You will report into the Workforce Management (WFM) team and be an integral part of scaling the team to propel Gusto to the next level of success.
This Real Time Analyst position will be directly responsible for the execution of workforce planning strategies to ensure SLAs are consistently met and/or exceeded. This position will place a tactical emphasis on understanding the strategic plan and proactively pivoting when needed.
Here's what you'll do day-to-day:

• Execute the workforce management strategy and day-to-day management of WFM functions; including real-time operations, staffing and technology needs.
• Lead and facilitate discussions of performance to forecast, partnering with operations leaders to optimize performance capabilities.
• Proactively identify and communicate factors affecting the customer experience through verbal and written communication.
• Oversee contact center team member skill changes and queue assignments.
• Monitor queues, channel, and contact center performance and alerts leadership of trends.
• Provide support for special projects.

Here's what we're looking for:

• Experience as an intraday real-time analyst supporting contact centers
• Strong analytical skills with proficiency in Excel and Google Sheets.
• Willingness to learn new software applications.
• Adept at complex problem solving, judgment, critical thinking, and decision making.
• Highly organized with an emphasis on accuracy and timeliness.
• Structured thinker with sound attention to detail and accurately follows procedures.
• Ability to work independently and collaborate with others in a team environment while juggling occasional time pressures and several tasks at the same time.
• Ability to effectively communicate verbally and in writing with internal employees and external vendors/agencies at any experience level while being sensitive to professional ethics.
• Ability to work occasionally evenings and weekends to meet deadlines.
• Must be able to work Closing Shift 10:00 AM MST-6:30 PM MST.

Our cash compensation amount for this role is targeted at $57,000-$71,000/year in Denver, Las Vegas and Orlando. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.
Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.
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.
Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you require assistance in filling out a Gusto job application, please reach out to [email protected].