AI-Driven WFM Analyst: Scheduling & Automation

The Wrap; Denver (CO); Hybrid; USD 105,000 - 129,000; Full time

Benefits offered by this job

Equity (RSUs)

Hybrid work schedule

Job summary

Gusto is seeking a Workforce Management Analyst to scale contact center operations. You will bridge planning and performance across scheduling and intraday activities, focusing on AI-driven automation and proactive decision-making. You’ll translate data into actionable insights and drive WFM tooling enhancements.

The role emphasizes governance, intraday strategy, and collaboration with operations leaders. This hybrid, Denver-based position requires strong analytics, leadership, and a willingness

Qualifications

• 7-8+ years of contact center WFM experience
• AI fluency: ability to adopt and operationalize AI tools in WFM
• Strong analytics and data visualization skills to surface insights
• Experience with WFM platforms and rapid adoption of new tools
• Excellent judgment and communication to translate data into actionable recommendations
• Proven leadership and accountability across a team

Responsibilities

• Build and maintain optimized multi-department schedules to meet service levels
• Interpret performance signals and intraday data to adjust staffing
• Lead daily/weekly performance reviews with operations leaders
• Manage queue and routing changes to align staffing with demand
• Design and improve WFM automation, dashboards, and tooling
• Proactive communication with stakeholders and vendors
• Participate in on-call PagerDuty rotation for incidents
• Serve as system administrator for WFM/routing tools
• Drive standards and outcomes across scheduling and intraday ops
• Surface data-driven insights to influence decisions

Skills

AI fluency

WFM analytics

Dashboards & reporting

Leadership

Communication

Tools

PagerDuty

Job description

Gusto is seeking a Workforce Management Analyst to scale contact center operations. You will bridge planning and performance across scheduling and intraday activities, focusing on AI-driven automation and proactive decision-making. You’ll translate data into actionable insights and drive WFM tooling enhancements.

The role emphasizes governance, intraday strategy, and collaboration with operations leaders. This hybrid, Denver-based position requires strong analytics, leadership, and a willingness