Job Details

Overview

Denver, CO; San Francisco, CA; New York, NY

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 400,000 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.

About the Role

We're looking for a highly skilled Workforce Management (WFM) Data Analyst to revolutionize our reporting and data integration capabilities. In this pivotal role, you'll be instrumental in developing automated reporting solutions and seamless data integrations across various applications to accurately determine workload and optimize our workforce.

As a WFM Data Analyst focusing on automation and integration, you'll be a key player in enhancing our operational efficiency and decision-making. You'll collaborate closely with cross-functional teams, including the WFM, CX Strategy, Biz Tech and Operational Leaders, to deliver critical insights. Leveraging your deep expertise in data analysis, WFM principles, and automation tools, you'll transform raw data into actionable intelligence, driving continuous improvement in our staffing, performance monitoring, and overall customer experience.

About the Team

The CX Data & Insights team at Gusto is dedicated to providing actionable insights and streamlined reporting for our CX org. We drive process improvements, enhance performance, and optimize tools to enrich both employee and customer experiences. As a member of this team, you will shape strategy and develop scalable processes that continuously elevate the CX landscape.

What you'll do day-to-day

• Driving Automation & Integration: Design, develop, and maintain automated reporting solutions for WFM metrics across multiple platforms. Establish and optimize data integrations between various applications to ensure accurate and timely workload determination and data feeds.
• Strategic Data Analysis: Advocate for a data-driven approach, collaborating closely with WFM partners to drive impactful decisions. Analyze workforce performance data, identifying trends, forecasting needs, and providing recommendations for operational improvements.
• Data Modeling & Insights: Work within both structured and unstructured data environments to query, dissect, and assemble complex datasets. Leverage statistical modeling, including linear and multivariate regressions, to answer complex relational questions of causality and correlated events.
• Process Optimization & Documentation: Partner with peer groups, business partners, and subject matter experts to learn and document business areas/domains, solving operational problems through data. Document and assess current state processes through current state, future state, and gap analysis.
• Reporting & Dashboard Development: Identify critical metrics and create automated dashboards to monitor business health and performance. Conduct quantitative and qualitative analyses and deep dives of patterns and trends to drive business decisions and address business questions, ensuring you determine and gather the necessary data elements to tell the story and drive outcomes.
• Project Leadership & Best Practices: Plan, execute, and oversee data projects, providing technical leadership in a dynamic environment. Ensure data integrity and accuracy across all WFM reporting and integrated systems, utilizing WFM best practices from ICMI, SWPP, and COPC to guide automation and integration strategies.
• Cross-functional Collaboration: Collaborate closely with WFM and Operations teams to understand reporting and data integration requirements, fostering strong partnerships to achieve shared goals.

Qualifications

• 4+ years of experience in Data Analytics with a WFM or Customer Experience Operations focus.
• 2+ years of experience with omnichannel routing systems such as Salesforce, NICE, CXOne.
• Expert in SQL, Python and Excel, capable of querying and analyzing large datasets with ease.
• Excellent communication skills, able to convey findings and recommendations to non-technical stakeholders in a clear, compelling manner.
• Highly organized with a keen attention to detail.
• Demonstrated ability to work independently and in a team setting.
• Effective time management skills and ability to manage multiple priorities using project management principles

Compensation & Location

Our cash compensation amount for this role is $104,000/year to $132,000/year in Denver and most major metro locations, and $134,000/year to $160,000/year for San Francisco and New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

Office & Work Policy

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.

Equity & Diversity

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 is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

Apply for this job

indicates a required field