AI-Driven WFM & Analytics Analyst

Gusto; Scottsdale (AZ); Hybrid; USD 98,000 - 129,000; Full time

Job summary

Gusto is seeking a Workforce Management Analyst to scale operations and drive intraday optimization across scheduling and routing. You will bridge planning and performance within the WFM team, focusing on automation and AI-enabled tooling to improve efficiency and service levels.

The role emphasizes proactive thinking, data‑driven decisions, and collaboration with operations and external vendors. Expect growth as Gusto expands its AI‑forward approach to workforce planning.

Qualifications

• 7‑8+ years of contact center WFM experience.
• AI fluency with hands‑on automation
• Strong dashboards and reporting skills for operations leadership
• Experience with WFM platforms and quick learning of new tools
• Excellent judgment, communication, and problem solving
• Proven leadership and accountability in teams
• Data analytics expertise turning data into actionable insights

Responsibilities

• Build and maintain optimized multi‑department schedules.
• Interpret performance signals to adjust staffing.
• Lead daily/weekly performance reviews with leaders.
• Manage queue routing and cross‑training decisions.
• Design and improve WFM automation and dashboards.
• Communicate staffing impacts to stakeholders.
• Participate in on‑call PagerDuty rotations.
• Serve as WFM system administrator for tools.
• Provide leadership across scheduling and intraday operations.
• Surface actionable insights as analytics SME.

Skills

WFM experience

AI fluency

Data visualization

Dashboards

Leadership

Communication

Analytics

Tools

WFM platforms

Job description

Gusto is seeking a Workforce Management Analyst to scale operations and drive intraday optimization across scheduling and routing. You will bridge planning and performance within the WFM team, focusing on automation and AI-enabled tooling to improve efficiency and service levels.

The role emphasizes proactive thinking, data‑driven decisions, and collaboration with operations and external vendors. Expect growth as Gusto expands its AI‑forward approach to workforce planning.