Expert Insights
August 12, 2026
How can restaurants address persistent labor shortages and rising turnover?
In this Expert Insights interview, Audrey Hogan talks with Rich Oakes, President of GigSmart, about how gig economy staffing solutions are transforming labor strategies in the QSR and fast casual industries. Rich explains how companies are supplementing traditional hiring with a curated pool of on-demand gig workers — and why flexibility, not rigidity, will define the future of frontline staffing.
Watch the full video to learn how leading brands are reducing staffing pressure and getting ahead of workforce trends.
Gig economy staffing provides flexibility: GigSmart allows restaurants to tap into a pool of vetted gig workers to fill last-minute shifts, seasonal roles, or address absenteeism.
The labor market is shifting: More workers are choosing flexible gig jobs over traditional roles, demanding new talent acquisition strategies.
Gig work is not a replacement — it’s a supplement: The most successful brands integrate gig work alongside traditional W2 teams to ensure coverage.
Variety attracts workers: Many gig workers prefer job variety and choose gigs that align with their schedules, interests, or lifestyles.
Shift length averages 6.5 hours: The typical gig worker shift is long enough to be impactful but short enough to maintain flexibility.
Retention must be redefined: Building a curated pool of reliable gig workers creates staffing resilience, even as W2 turnover continues.
The future of labor is multi-channel: Restaurants must compete beyond their segment — with retail, warehouses, and other gig options — to attract hourly talent.
Audrey Hogan, COO, TimeForge (interviewer)
Rich Oakes, President, GigSmart
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Gig Economy: A labor market characterized by short-term, flexible jobs, often facilitated by digital platforms.
Gig Worker: An individual who takes on freelance or short-term jobs through gig platforms rather than holding a full-time role.
Talent Acquisition Strategy: A business’s plan for sourcing, attracting, and hiring employees or contract workers.
QSR (Quick Service Restaurant): Fast food establishments focused on quick preparation and service.
Shift Work Economy: A segment of the labor market where jobs are divided into specific time shifts, common in hospitality, retail, and delivery.
Curated Pool: A selected group of trusted gig workers that a business can re-engage for shifts.
Retention: The ability to keep workers over time, especially important in industries with high turnover.
00:05 – Audrey Hogan:
So Rich, can you tell me a little bit about what you do?
00:08 – Rich Oakes:
Absolutely. I’m the President of GigSmart. Cool title, but I mostly make coffee for the team — priorities! I focus on enterprise sales and marketing. GigSmart is a gig economy labor platform. We’ve got about 4,000 companies using our tech to connect with 1.5 million gig workers across all 50 states. We’re very active in QSR and fast casual, helping big brands fill shifts when they’re short-staffed or in seasonal crunches.
00:47 – Audrey Hogan:
Do you call them giggers?
00:51 – Rich Oakes:
Gig workers.
00:52 – Audrey Hogan:
Fantastic. So how do your gig workers find you?
00:58 – Rich Oakes:
We do a lot of traditional and non-traditional advertising. Social media, digital channels — we’ve built strong awareness over six years. People can create an account and be up and running quickly.
01:18 – Audrey Hogan:
Do they typically stick with one company or work across multiple?
01:24 – Rich Oakes:
Across the board. That’s the beauty of the gig economy — flexibility. Some folks like to work consistently with a company for a while, then switch. Others mix it up. We have retirees, students, full-time giggers. My dad’s one of them in Cincinnati — he gigs just to stay busy and supplement retirement.
02:38 – Audrey Hogan:
That’s awesome. I need to tell my dad.
02:39 – Rich Oakes:
It’s kind of cool.
03:01 – Audrey Hogan:
We have to provide scheduling flexibility — it doesn’t matter how hard it was for us coming up. Workers today want something different.
03:06 – Rich Oakes:
Exactly. Tardiness and attendance issues are top reasons people get let go, but it’s often because schedules don’t work. We need to offer another way. The gig economy isn’t a fad — the data supports it. Especially in QSR, staffing will only get harder. Gig work is another tool in the toolbox. Our clients get that and are ahead of the curve.
04:30 – Audrey Hogan:
We have to stop thinking “turnover is great for a restaurant.” We’re not just competing with other restaurants.
05:02 – Rich Oakes:
Right. Every shift worker — from grocery to Amazon to Uber — is a competitor for labor. We need to offer something better.
05:29 – Rich Oakes:
Instead of betting on one hire, build a pool. Have 20 reliable gig workers in the area you can call on. Some are students, some retirees, all flexible. You get absenteeism or a rush? Pull from your pool. That’s game-changing.
06:45 – Audrey Hogan:
Absolutely.
06:45 – Rich Oakes:
And now it runs itself. From a Word doc idea eight years ago to now being a major staffing solution — it’s pretty sweet.
07:04 – Audrey Hogan:
What’s the average shift length?
07:13 – Rich Oakes:
About six and a half hours nationally. Varies a little by industry, but that’s our average.
07:25 – Audrey Hogan:
That’s great. I love what you do and that you’re bringing it to restaurants. How can people reach out?
07:46 – Rich Oakes:
Visit the GigSmart website for standard contact, or reach out to me directly on LinkedIn — I’m very active. If you’re curious, I’ll hop on a 20-minute discovery call. I won’t throw you to a sales team unless you want that. The gig economy is growing, and I want to help industries that are struggling with staffing.
08:39 – Audrey Hogan:
Love it. Thank you so much for your time.
08:42 – Rich Oakes:
You rock.
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