WFM Resource Management & Analytics

Job description

--- **About Gusto** At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve. All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our [Total Rewards philosophy](https://gusto.com/about/careers/total-rewards). AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process. **About the Role:** Gusto is looking for a team-oriented, analytically-driven Workforce Management Analyst who loves strategically thinking outside the box to solve complex contact center challenges. You will report into the Workforce Management (WFM) team and serve as an integral contributor to scaling operations and propelling Gusto to the next level of success. The WFM Analyst is a forward-looking role that bridges planning and performance across scheduling and intraday operations. As automation increasingly handles routine monitoring tasks, this role focuses on higher-order work: designing the systems and workflows that power intraday operations, interpreting performance signals to drive strategic decisions, and building the next generation of WFM tooling. This position places a strong emphasis on proactive thinking, AI fluency, and the ability to translate data into action — grounded in industry best practices (COPC, ICMI, SWPP). **Schedule Note:**Coverage hours are between 6am-6pm MT **Here’s what you’ll do day-to-day:** - Build and maintain optimized, multi-department schedules; manage time off and non-productive activities to achieve service level targets across all contact channels. - Interpret automated performance signals and intraday data to make strategic staffing decisions — including queue routing changes, skill adjustments, and escalations — that protect service levels and customer experience. - Facilitate daily and weekly performance reviews with operations leaders: identify root causes of variance (volume, AHT, shrinkage), recommend corrective actions, and drive follow-through to improve staffing outcomes. - Manage queue and skill routing changes — including agent reassignment and cross-training decisions — to align staffing with demand and maintain service level achievement. - Design, build, and continuously improve WFM automation — including intraday alert systems, push reports, dashboards, and workflow integrations — using AI tools and scripting to scale the team’s capacity, reduce manual effort, and advance next-generation WFM capabilities. - Communicate proactively — verbally and in writing — with internal stakeholders and external vendors to surface staffing impacts, propose mitigations, and deliver data-driven insights to leadership. - Participate in an on-call PagerDuty rotation to monitor and respond to real-time alerts — including system outages, service level breaches, and routing failures — ensuring rapid escalation and resolution during off-hours incidents. - Serve as a system administrator for WFM and routing tools — making and driving configuration and routing changes under the guidance of the admin/systems teams — acting as the support layer that operationalizes tooling and routing changes. - Provide leadership and accountability across the team — upholding team standards, taking ownership of outcomes, and driving work forward across scheduling and intraday operations. - Serve as a data analytics subject-matter expert — surfacing actionable, meaningful data and influencing internal stakeholders and customers toward decisions we can act on. **Here’s what we're looking for:** - 7-8+ years of contact center WFM experience spanning scheduling, intraday, operational reporting. - **AI fluency required:** Demonstrated ability to adopt and operationalize AI tools in a WFM or contact center context; hands-on experience building automations (alert systems, reporting pipelines, workflow integrations). Gusto is an AI-forward company and active AI use is expected daily. - Strong analytical and data visualization skills; demonstrated experience building dashboards and interactive reporting tools to surface WFM insights for operations and leadership. - Demonstrated experience with WFM platforms and a track record of quickly learning and adopting new tools and technologies. - Excellent judgment, communication, and problem-solving skills — able to translate complex data into clear, actionable recommendations for stakeholders at all levels. - Demonstrated leadership and accountability — able to set standards, influence outcomes, and drive results across a team. - Demonstrated track record of owning WFM automation or tooling initiatives end-to end. - Data analytics subject-matter expertise — turning data into clear, actionable insights that influence stakeholder and customer decisions; hands-on system administration/configuration of WFM and routing tools. - Familiarity with COPC, ICMI, and/or SWPP standards. The cash compensation range for this role is $105,000/yearly to $129,00/yearly in Denver and Atlanta, $127,345/yearly to $156,00/yearly in New York and San Francisco, and $98,775/yearly to $121,000/yearly in Phoenix. Remote locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the level and amounts listed above. --- At Gusto, we don't use titles the traditional way, as a signal of rank or hierarchy. Instead, our titles describe two things at once — your craft (what you do, e.g. Engineering, Design) and your scope of ownership (what you're accountable for) — which is why you'll see something like "Head of X" instead of a rank word like "Director" that tells you neither. Because of this, the title on this posting may look different from what you'd expect based on the scope and seniority of the role, and from how similar roles are typically titled elsewhere. If you have questions about how this role compares to your current title or level, your recruiter can help translate. --- 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. **Reliable, consistent presence:** We expect regular and predictable attendance, whether you're working in-office, hybrid, or fully remote, so that you stay closely connected to your team, customers, and stakeholders in real time and ensure colleagues and customers receive the timely support and responsiveness they deserve. --- 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](https://docs.google.com/forms/d/e/1FAIpQLSdEfl7Bp-Twz7LLlhGlha46CrxZ9Kacgakmarf3K2TbnaEgKQ/viewform) 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](https://gusto.com/about/careers/fraudulent-activity-disclaimer). Personal information collected and processed as part of your Gusto application will be subject to [Gusto's Applicant Privacy Notice](https://gusto.com/about/careers/applicant-privacy-notice).