Tools Administration Lead

Gusto•Chicago, NY

7d•$94,285 - $149,104•Hybrid

About The Position

This role requires a deep understanding of contact center operations, quality programs, customer survey best practices, and strong program management skills, ideally within an agile/scrum environment. You will collaborate closely across a broad scope of teams including Planning, Scheduling, and Intraday Management WFM teams, as well as CX leadership, operations teams, and technology partners, to drive efficiency, improve agent and customer experience, and ensure optimal experiences for our quality and CIP tools. As a Tools Administration Lead for Quality and Customer Interactions Platform (CIP), you will be a key leader within the Workforce and CX organizations as a whole, reporting to the Head of Strategy and Tool Administration. You will be responsible for leading and executing strategic programs focused on optimizing our Quality and CIP programs, primarily leveraging Salesforce, Qualtrics, and internal quality tools.

Requirements

7-10+ years of progressive experience in program management, planning, tools administration, and/or strategy, with a significant focus on workforce management within a contact center environment, including direct support of Quality, contact routing, and survey administration.
Deep understanding of contact center operations, Quality methodologies, survey best practices, and contact routing across multiple channels.
Proven experience managing projects related to Quality and survey tooling, upgrades, or significant process improvements that directly impact CX teams.
Strong program management skills, including planning, execution, risk management, and stakeholder communication, with a focus on collaborating effectively with CX professionals.
Experience working in an agile/scrum environment and a solid understanding of agile principles and practices, with the ability to apply them to CX-related projects.
Excellent analytical and problem-solving skills with the ability to interpret data and make informed decisions related to workforce optimization for Quality, surveys, and CIP implementation.
Strong communication, collaboration, and interpersonal skills, with the ability to influence and build relationships across diverse teams, including many different teams within CX..
Ability to manage multiple priorities and work effectively in a fast-paced, dynamic environment, supporting the diverse needs of the CX organization.
Proficiency in project management tools (e.g., Jira, Asana, NotionAI).

Nice To Haves

Knowledge of Quality systems, Salesforce, and Qualtrics is a plus, but not required.

Responsibilities

Lead and manage complex programs and projects related to quality and CIP, including Salesforce contact management, Qualtrics administration and best practices, upgrades, integrations, and process improvements, directly supporting the needs of our overall CX organization.
Define program scope, objectives, processes, and key deliverables in alignment with business goals and CX strategy, in close collaboration with the overall CX organization.
Develop detailed project plans, timelines, and resource allocation strategies, ensuring on-time and within-budget delivery for initiatives impacting the CX organization.
Facilitate agile ceremonies (e.g., sprint planning, daily stand-ups, sprint reviews, retrospectives) for Quality and CIP initiatives, promoting agile principles and practices within and alongside CX teams.
Collaborate with cross-functional teams, including CX Operations, Planning, Scheduling, Intraday Management, Technology, Quality, and Analytics, to gather requirements, manage dependencies, and ensure successful program execution that directly benefits the CX organization.
Identify, assess, and mitigate program risks and issues, proactively developing and implementing solutions that address challenges faced by the Quality, Routing, WFM, and CX teams..
Develop and maintain comprehensive program documentation, including project plans, risk logs, communication plans, and status reports, specifically tailored to Quality, Routing, WFM, and CX initiatives.
Communicate program progress, risks, and key decisions to stakeholders at all levels, ensuring clear and consistent updates to the Quality, Routing, WFM, and CX teams.
Drive continuous improvement in Quality and CIP processes and program management methodologies within the CX organization, actively seeking input and collaboration from the broader CX teams.
Proactively uses data to find trends, drive decisions, and ensure we are delivering the best possible experience for internal stakeholders and customers.
Contribute to the development and delivery of training materials related to Quality and CIP programs and processes, ensuring relevance and accessibility for the CX organization.