Workforce Management Contact Routing Lead

Gusto, Inc.(11 days ago)

HybridFull TimeSenior$94,285 - $149,104Customer Experience

About this role

The Contact Routing Lead for Workforce Management at Gusto is a senior CX strategy role focused on leading programs to optimize contact management and routing across channels. The role sits on the CX Strategy & Tool Administration team and partners closely with WFM, CX leadership, operations, and technology teams. It supports strategic initiatives to improve efficiency and the agent and customer experience.

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Required Skills

Contact Routing
Program Management
Agile
Data Analysis
Reporting
Stakeholder Communication
Project Planning
Risk Management
Salesforce
IVR

+2 more

About Gusto, Inc.

gusto.com

Gusto is a cloud-based people platform that helps small and midsize businesses run payroll, manage benefits, and handle HR and compliance. Its product suite includes automated payroll and tax filing, contractor payments, employee onboarding and time tracking, plus benefits administration (health insurance, 401(k), etc.) and self-service tools for employees. Companies choose Gusto for its integrated, user-friendly experience, compliance automation, and broad integrations with accounting and productivity tools. Founded as ZenPayroll and later rebranded to Gusto, the company focuses on simplifying people operations for growing businesses.