Workforce Management Contact Routing Lead

Gusto•Chicago, NY

11d•$94,285 - $149,104•Hybrid

About The Position

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—like payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we’re proud to support more than 400,000 small businesses across the country, and we’re building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy . This role requires a deep understanding of contact center operations, contact routing principles, strong program management skills, ideally within an agile/scrum environment, as well as solid data and reporting skills.. You will collaborate closely across all of WFM,, as well as CX leadership, operations teams, and technology partners, to drive efficiency, improve agent & customer experience, and ensure optimal routing of all contact types. As a Contact Routing Lead for Workforce Management (WFM) Programs, you will be a key leader within the CX Strategy & Tool Administration team, reporting to the Head of Strategy and Tool Administration. You will be responsible for leading and executing strategic programs focused on optimizing our contact management capabilities, primarily leveraging Salesforce, CX One, and IVA.

Requirements

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).

Nice To Haves

Experience in CX Operations and/or WFM a plus.
Experience in Salesforce, NICE CX One, and IVR is a plus, but not required.

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.