Workforce Management Contact Routing Lead
About Gusto
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.
About the Role:
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.
About the Team:
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.
Here’s what you’ll do day-to-day:
- 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.
Here’s what we're looking for:
- 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. Experience in CX Operations and/or WFM a plus.
- 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).
- Experience in Salesforce, NICE CX One, and IVR is a plus, but not required.
Our cash compensation amount for this role is $94,285/yr to $122,571/yr in Denver & most major metro locations, and $114,695/yr to $149,104/yr for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
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. This includes non-office days for hybrid employees.
Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.
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 considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. 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.
Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.
Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.