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Gusto is looking for a Workforce Management (WFM) Data Analyst to improve reporting and data integration capabilities, aiming to accurately determine workload and optimize their workforce, thereby enhancing operational efficiency and decision-making.

Requirements

• 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.
• Leverage statistical modeling, including linear and multivariate regressions, to answer complex relational questions of causality and correlated events.
• 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.

Responsibilities

• 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.
• Analyze workforce performance data, identifying trends, forecasting needs, and providing recommendations for operational improvements.
• 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.
• Identify critical metrics and create automated dashboards to monitor business health and performance.
• Plan, execute, and oversee data projects, providing technical leadership in a dynamic environment.

Other

• Collaborate closely with cross-functional teams, including the WFM, CX Strategy, Biz Tech and Operational Leaders, to deliver critical insights.
• Advocate for a data-driven approach, collaborating closely with WFM partners to drive impactful decisions.
• 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.
• 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
• 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).