Gusto · 15 hours ago
Workforce Management Contact Routing Lead
Greater Phoenix Area
Full-time
Hybrid
Mid, Senior Level
$94K/yr - $149K/yr
7+ years expGusto is on a mission to grow the small business economy by handling essential services like payroll and HR. The Workforce Management Contact Routing Lead will manage complex programs related to contact routing and collaborate with various teams to optimize contact management capabilities.
Bookkeeping and PayrollEmployee BenefitsEnterprise SoftwareFinancial ServicesFinTechHuman ResourcesSaaSSoftware
Responsibilities
Lead and manage complex programs and projects related to contact routing, including implementation of routing in all channels, upgrades, integrations, and process improvements, directly supporting the needs of our WFM, CX teams, and diverse end customers
Define program scope, objectives, and key deliverables in alignment with business goals and CX strategy, in close collaboration with the WFM & CX teams
Develop detailed project plans, timelines, and resource allocation strategies, ensuring on-time and within-budget delivery for initiatives impacting all contact routing
Proactively pulls and analyzes data to ensure proper routing, and takes action as needed to optimize all contacts in a data driven manner
Collaborate with cross-functional teams, including CX Operations, Planning, Scheduling, Intraday Management, Technology, and Analytics, to gather requirements, manage dependencies, and ensure successful program execution that directly benefits all internal teams and customers
Identify, assess, and mitigate routing program risks and issues, proactively developing and implementing solutions that address challenges faced by all WFM, CX teams, and customers
Develop and maintain comprehensive program documentation, including project plans, risk logs, communication plans, and status reports
Communicate program progress, risks, and key decisions to stakeholders at all levels, ensuring clear and consistent updates to all relevant stakeholders
Drive continuous improvement in contact routing, processes and program management methodologies within the CX organization, actively seeking input and collaboration from the WFM and CX teams
Contribute to the development and delivery of training materials related to contact routing programs and processes, ensuring relevance and accessibility for all WFM and CX teams
Qualification
Required
7-10+ years of progressive experience in program management, contact routing, and/or strategy, with a significant focus on channel optimization and customer experience within a contact center environment
Deep understanding of contact center operations & best practices in contact routing across multiple channels (phone, chat, email)
Proven experience managing projects related to contract routing platform implementations, upgrades, or significant process improvements
Strong program management skills, including planning, execution, risk management, and stakeholder communication, with a focus on collaborating effectively with CX and WFM professionals
Experience working in an agile/scrum environment and a solid understanding of agile principles and practices, with the ability to apply them to contact routing related projects
Excellent analytical and problem-solving skills with the ability to interpret data and make informed decisions related to contact routing and channel management
Strong communication, collaboration, and interpersonal skills, with the ability to influence and build relationships across diverse teams, including the specialized WFM teams, CX leadership, and both internal and external technology teams
Ability to manage multiple priorities and work effectively in a fast-paced, dynamic environment, supporting the diverse needs of the CX org as a whole
Proficiency in project management tools (e.g., Jira, Asana, NotionAI)
Preferred
Experience in CX Operations and/or WFM a plus
Experience in Salesforce, NICE CX One, and IVR is a plus, but not required
Benefits
Health insurance
401(k)s
Company
Gusto
Gusto is an HR and payroll platform that simplifies complex tasks, empowering businesses to focus on what matters most.
1001-5000 employees
H1B Sponsorship
Gusto has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (49)
2024 (54)
2023 (19)
2022 (37)
2021 (24)
Funding
Current Stage
Late StageTotal Funding
$746.1MKey Investors
Friends & Family CapitalT. Rowe PriceAkkadian Ventures
2023-01-28Series Unknown
2022-05-12Series E· $55M
2021-08-10Series E· $175M
Leadership Team
Josh Reeves
Head of Gusto (CEO) and Co-Founder. Building Gusto for the Long Term.
Edward Kim
Co-founder and Head of Technology
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