AI-Driven WFM Analyst: Workforce Optimization

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

Benefits offered by this job

Competitive base pay

Equity (RSUs)

Benefits

Job summary

Gusto is seeking a Workforce Management Analyst to scale operations and drive AI-enabled WFM initiatives. You’ll bridge planning and performance across scheduling and intraday operations, shaping tooling and workflows for proactive decision making.

The role emphasizes AI fluency, data-driven insights, and leadership across scheduling, routing, and automation to maintain service levels and customer experience. Denver-based hybrid work offered.

Qualifications

• 7–8+ years of contact center WFM experience across scheduling, intraday, and ops reporting.
• AI fluency with hands-on automation: alerts, pipelines, workflow integrations.
• Proven ability to build dashboards and surface WFM insights for leadership.
• Experience with WFM platforms and rapid adoption of new tools.
• Strong judgment, communication, and problem-solving for stakeholders.

Responsibilities

• Build and maintain optimized, multi-department schedules and manage time off to hit service targets.
• Interpret performance signals and intraday data to guide staffing decisions and routing.
• Lead daily/weekly performance reviews with leaders; identify root causes and actions.
• Manage queue and skill routing changes to align staffing with demand.
• Design and improve WFM automation: alerts, dashboards, integrations using AI tools.
• Communicate proactively with internal stakeholders and external vendors.
• Participate in on-call PagerDuty rotation for real-time incident response.
• Serve as WFM system administrator, configuring tools and routing changes.

Skills

AI fluency

WFM experience

Data visualization

Leadership

Stakeholder communication

Job description

Gusto is seeking a Workforce Management Analyst to scale operations and drive AI-enabled WFM initiatives. You’ll bridge planning and performance across scheduling and intraday operations, shaping tooling and workflows for proactive decision making.

The role emphasizes AI fluency, data-driven insights, and leadership across scheduling, routing, and automation to maintain service levels and customer experience. Denver-based hybrid work offered.